Assessing total quality management (TQM) as a basis for effective customer satisfaction in customs, excise and preventive service (CEPS), (a case study of Tema Collection)

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The research study deals with the measurement of customer satisfaction in relation to service quality or TQM implementation in CEPS, - with particular reference to the TEMA COLLECTION. It is focused on the perception or expectation of customers notably the Registered Clearing and Forwarding Agents dealing with the services. A literature review was conducted on various models of measurement of service quality and customer satisfaction. The research was conducted with a structured questionnaire based on the critical factors of TQM and Customer Satisfaction. Primary data was gathered by personal administration of questionnaire to respondents from a sample of forty (40) customers and forty-five (45) employee/officers. Results of questionnaires for both customers and employees on their levels of satisfaction ranged between poor and satisfactory, while the overall service quality was just satisfactory. This is fully confirmed by the hypothesis tested for relationship and correlation between service quality and customer satisfaction which showed that the coefficient of correlation is significant. This indicates the existence of relationship between TQM and customer satisfaction. It is therefore recommended for CEPS to adopt the full implementation of TQM which will yield higher customer satisfaction and its resultant benefits.
A thesis submitted to the Board of Postgraduate Studies, Kwame Nkrumah University of Science and Technology, Kumasi, in partial fulfilment of the requirements for the award of the Degree of Master of Business Administration, 2007