College of Humanities & Social Sciences

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    The impact of information technology on customer satisfaction at Social Security and National Insurance Trust.
    (KNUST, 2016-08) Vandyck, Rukia
    The importance of Information Technology in any organization in this modern day cannot be overemphasized. Information Technology plays vital roles in data entry, data processing and security, and information distribution. For an organization such as SSNIT, Information Technology is more than just a part of its operations. IT is needed to ensure that national pensions are administered with the highest form of integrity so that customers are duly satisfied during and after retirement. The primary aim of this research was to assess the impact of Information Technology on Customer satisfaction at SSNIT. 100 members of staff and management with 400 customers were interviewed though simple random sampling. A semi-structured questionnaire was developed to seek the views of the respondents on the impact of IT in helping them on their job at SNNIT and in processing their social security as customers. The findings were that IT does not only facilitate the work of staff and management, but it also increases their efficiency and effectiveness in discharging their duties, information Technology has reduced complaints of impersonation, identity theft, wrong payments as well as many other incidences. Customers also praised the role of IT in assisting them know more about their social security unlike in the past when they were in the dark over their contributions. One major recommendation was that SSNIT should use this same information Technology or acquire ore to improve the good work they are doing. They should also educate the public more on changes in their operation and help the public know the distinction between challenges caused by IT or government policies, since many people get confused with both.
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    The effect of organisational culture and organisational structure on product commercialisation behaviour at Building and Road Research Institute (BRRI).
    (KNUST, 2016-08) Prempew, Winifred
    Product commercialisation since its introduction in 1995 at BRRI as a result of dwindling government subvention has not made the needed impact it deserved. This study therefore sought to assess the effect of organisational culture and organisational structure on product commercialisation behaviour at Building and Road Research Institute (BRRI).A sample size of hundred and five (105) staffs including management was selected and self- administered with questionnaire using non-probability sampling technique with emphasis convenient sampling. On organisational culture and product commercialisation behaviour at BRRI showed that on an average the respondents did not agree that it received the needed attention it deserved at BRRI with t(101)= 51.442, and p< 0.05. Again the study revealed that management should get all employees to become committed to their work, feel a sense of ownership, and have input especially R&D and Marketing departments. The consistency trait gave out a t=38.750, df=101, (2-tailed) or the P-value<.000 and a mean difference of 3.252 meaning that on an average most of the respondents did not agree that it received the needed attention it deserved. Therefore, BRRI should have a “strong” culture that is highly consistent, well coordinated and well integrated as far as organisational structure and product commercialisation behaviour is concerned. BRRI should pay attention to adaptability trait like organisational learning, scan their external environment well and respond to the ever-changing needs of its customers and other stakeholders, and be more proactive in dealing creating change and organisational learning issues. The study recommended that BRRI should build its internal capacities in machinery and equipments to address customer-oriented, innovation oriented and competitor-oriented behaviours.
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    An investigation into marketing challenges affecting manufacturers of footwear in the Kumasi Metropolis.
    (KNUST, 2016-08) Gyempeh, Stephen
    In Ghana, footwear plays an essential part of our culture. Almost all the tribes put on footwear as part of their traditional dressing. The study sought to investigate the marketing challenges affecting manufacturers of footwear in the Kumasi Metropolis. Data was collected from two hundred manufacturers of footwear products in the Kumasi Metropolis. The heads of the Business Advisory Council and Kumasi Metropolitan Assembly were also interviewed for relevant data. The study revealed that manufacturers of footwear products employed varied strategies in attracting customers, including designing products to meet needs of customers, offering after sale services, and selling at considerably lower prices, among others. The study further revealed that the first and second major marketing challenges confronting manufacturers of footwear products in the Kumasi Metropolis are the lack of promotion and quality of their products respectively. Other challenges included the presence of competitors and inability to find new markets. The study therefore recommended that the local media should also be sensitized by the national bodies such as the Ministries of Information and Communication, NCCE and Media Commission to spearhead the regular promotion and marketing of footwear products. Also, the Metropolitan Assembly should create the enabling environment to improve upon activities of the footwear industry.
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    Effect of organizational capabilities on performance of micro and small family businesses in Ghana: the moderating role of environmental characteristics.
    (KNUST, 2016-09) Bonsu, Samuel Osei
    The rationale of the study is to examine the moderation role of competitive intensity on organizational capabilities (marketing and managerial) as a measure of business performance. Data was collected from 196 micro and small family business firms in Ghana. The hierarchical regression model was used to analyze the hypotheses of the study. The findings of the study indicate that, irrespective of the competitive intensity in the business environment, micro and small family businesses that adapt marketing and managerial capabilities will always outperform industry players. Thus, there is a direct relationship between organizational capabilities and organizational performance (financial and operational). This result was achieved after firm age, firm size and industry sector were used as control variables. The moderating interaction was insignificant therefore family businesses are being encouraged to enforce best marketing and managerial capabilities to achieve superior return on investments and return on sales. To this result, quantitative data and subjective results were used to analyze the data with LISREL 8.5 and SPSS 16.0. Limitationsof the study were centered on the survey conducted only in Ghana. The conclusion and recommendations focused on micro and small family business owners in adapting marketing and managerial capabilities within the turbulent industry competitiveness to achieve outstanding financial and operational performance within the industry sector.
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    Effects of abusive supervision on employees at Adansi Rural Bank, Fomena.
    (KNUST, 2016-08) Amoah, Perpetual Akosua Anyimadua
    Abusive supervision is a predictive factor to counterproductive work behaviour among employees, guilt proneness, and poor employee job performance. The aim of the study was to examine the effects of abusive supervision on employees at Adansi Rural Bank, Fomena. The study employed the cross-sectional case study design using quantitative method. A sample of 263 employees excluding managers and supervisors were selected using the convenience sampling method. Opinions of employees were solicited using a standardised questionnaire. Results from the study showed that there was a negative relationship between abusive supervision and job performance (t = 4.809, p = 0.000). The study also showed that abusive supervision has a positive but insignificant effect on counterproductive work behaviour (t = 1.728; p = .085). There was a negative significant relationship between counterproductive work behaviour and employee job performance (t = -2.795, p = 0.006). Results from the study found that counterproductive work behaviour partially mediate the relationship between abusive supervision and job performance (β = -.293, t = -4.513). Regression analysis showed that there was moderation but insignificant effect of guilt proneness between counterproductive work behaviour and job performance relationship (p <0.05). Consequently, it was suggested that there is the need for the bank to educate its supervisors on the negative effects of abusive supervision on employees. Supervisors on the other hand are recommended to give utmost respect and treatment to all supervisees in the bank. Employees are also advised not to react to abusive supervision with counterproductive work attitudes. They are entreated to report to management any kind of abuse they encounter in the banking hall.