Appraising Service Delivery Performance of Ghana Telecom-Kumasi Main
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Date
2008-08-19
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Abstract
The study examined the service delivery performance of Ghana Telecom (GT) in the Fixed Network Services (FNS) in the study area Adum-Kumasi and to ascertain whether customers are satisfied the service provision of GT. Installation of FNS were also examined to find out whether GT keeps to its time or lack logistics to perform their duties efficiently and effectively. Further, questionnaires and interviews were administered to both external and internal customers to find out their views on service d^ivery performance of GT in the Kumasi Main. This was to investigate whether customers were satisfied with the services they received from GT.
The study however established that, there were over due delayance of installation from the CAN section and service provision in general by GT. The quality of information must be improved to effectively serve the customers well. Response from the questionnaire
indicates that the inability for GT to respond to installation in time is due to poor
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monitoring of staff and lack of logistics to perform their duty. The Management of GT should put up a strong monitoring tool to check on the process of installation to be able to satisfy their customers.
Recommendations have been made to formalize on the installation procedures in the company to avoid undue delays and to effectively monitor the work processes so as to avoid delays in the provision of services. Response time to customers' complaints should be improved for customers to enjoy the services. Adequate information should also be made readily available for customers to access and take a decision on the service they choose from.
Description
A thesis submitted to the Department of Managerial Science, School of Business, Kwame Nkrumah University of Science and Technology in partial fulfilment of the requirements for the degree of Master of Business Administration (MBA), 2008