The impact of total quality management on customer satisfaction: a case of Electricity Company of Ghana Limited (ECG) - Ashanti and Accra West Regions.
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Date
2002-11-29
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Abstract
Customer satisfaction is perhaps one of the most talked about challenges of organisations, both in the public and private sectors. Indeed this represents every organisation sole purpose, is at the heart of every mission statement and is the ultimate goal of any strategies put in place.
Customer satisfaction is actually the objective of any TQM programme. As such a TQM organisation is basically a customer-oriented organisation. The main objective of the study was to assess the impact TQM has had on customer satisfaction since its inception in EGG in 1994. EGG Ashanti and Accra West Regions were used for the study.
The methodology used involved a survey and desk--study. Questionnaires and interviews were used to obtain primary data whiles secondary data was obtained from the company’s CBIS and other relevant sources.
The overall level of customer satisfaction was estimated to be between 5.68 and 5.69 using interval estimate at 95% confidence level.
The study also revealed that only 64% of all employees below the rank of supervisors were aware of the TQM concept, out of which only 56% had understanding of the TQM concept. It was also revealed that the low level of customer satisfaction inspite of the TQM implementation results among other things from poor billing system and distribution, unannounced outage to customers. Poor responds to faults, poor quality of services, etc.
On the basis of the results obtained, the researcher concluded that Electricity Company of Ghana has not been able to satisfy its customers despite the implementation of TQM and therefore offered a number of useful recommendations for management consideration.
Description
A thesis submitted to the Department of Economics and Industrial Management,
Kwame Nkrumah University of Science and Technology in partial
fulfilment of the requirements for the award of Master of Arts degree in Industrial Management, 2002