The effect of communication on service delivery a case study of Combert impressions and type co. Ltd., Ghana.
| dc.contributor.author | ASAMOAH-TWUM, KWAKU KENA | |
| dc.date.accessioned | 2025-02-25T02:25:32Z | |
| dc.date.available | 2025-02-25T02:25:32Z | |
| dc.date.issued | 2012-06 | |
| dc.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. | |
| dc.description.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. | |
| dc.description.sponsorship | KNUST | |
| dc.identifier.uri | https://ir.knust.edu.gh/handle/123456789/16307 | |
| dc.language.iso | en | |
| dc.publisher | KNUST | |
| dc.title | The effect of communication on service delivery a case study of Combert impressions and type co. Ltd., Ghana. | |
| dc.type | Thesis |