The effect of communication on service delivery a case study of Combert impressions and type co. Ltd., Ghana.
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Date
2012-06
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Publisher
KNUST
Abstract
Communication has inundated the worldin several forms for its importance sake. Its
continuous requirement for attention therefore cannot be overemphasisedespeciallyin
corporate operations.This research however focuses on the print industry and the effect
of communication on service delivery.It seeks to determine the business
communication practices used by the selected firms, investigate the effectiveness of
the chosen business communication methods, examine the quality of service using the
SERVQUAL model and examine the effect of business communication on service
delivery of the selected print firms.Expectations and opinions of respondents were
gathered with the help ofinterviews and questionnairesand the data analysed. The result
indicatescustomers’ appreciation for face-to-face communications thereby making the
‘tangibles’ dimension the most preferred. The “Empathy” dimension however was the
least satisfying to customers since it had the least mean score.With basic education on
the SERVQUAL model,management is advised to work towards the improvement of
the ‘empathy’ dimension, whiles keeping up the good performance on the ‘tangibles’.
Also the mission and vision statements of the companies were continually visited,
guiding communication strategies in the right direction. It was observed that
communication strategies adopted were maintained until it was necessary to accept a
new one, either in addition or replacement.
Description
A Thesis Submitted To The Department Of Marketing And Corporate Strategy In Partial Fulfillment Of The Requirements For The Degree Of Master Of Business Administration.