Service quality and customer satisfaction in Public Sector Organizations: a case study of the Commission on Human Rights and Administrative Justice.
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Date
2012-02-05
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Abstract
Service quality has become ever more important to the achievement of customer satisfaction and competitive advantage and coupled with the increasing complexities of the need and expectation of customers, it is imperative to explore the relationship between service quality and customer satisfaction. Much of the studies done on this subject appear to have concentrated on the private sector. However, public sector organizations especially in developing countries such as Ghana play very dominant roles in service delivery. To this end this study was undertaken to explore the relationship between service quality and client satisfaction in the Commission on Human Rights and Administrative Justice (CHRAJ). The study assessed the relationship between service quality and customer satisfaction and how the dimensions of service quality impacts on customer satisfaction, with the ultimate aim of finding out how changes in the former can be made to trigger positive changes in the latter. The study also assessed the standard of service quality in CHRAJ. Accordingly, appropriate research questions and hypotheses were postulated to guide the research. The study adopted a purely descriptive approach. The SERVQUAL instrument was modified and incorporated into a detailed questionnaire to solicit information from clients. Interview guides were also designed to gather responses from some staff and management members. The results indicated that there is a positive relationship between service quality and customer satisfaction and that improvement in service quality can lead to the achievement of higher customer satisfaction whiles some are not. It was also found that CHRAJ has systems, processes and procedures to ensure high service quality delivery but these have to be improved upon. It was thus recommended that the Commission should concentrate on those service quality attributes which the clients considered most important. Finally, measures should be instituted to deal with those factors which tend to impact adversely on the Commission’s attempt at ensuring the delivery of high quality of service and client satisfaction.
Description
A Thesis submitted to the Institute of Distance Learning, Kwame
Nkrumah University of Science and Technology, Kumasi in partial fulfillment of
the requirements for the degree of
Commonwealth Executive Masters of Business Administration, July-2012