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Please use this identifier to cite or link to this item: http://hdl.handle.net/123456789/4237

Title: Impact Assessment of Call Centers on Customer Satisfaction: A Case Study of the Ghana Water Company Limited in Kumasi and Accra Metropolis
Authors: Peprah-Nkrumah, Francis Leo
Issue Date: 10-May-2011
Abstract: Majority of companies’ call centers have become a tool for achieving increased customer satisfaction and the Ghana Water Company is no exception. This research sought to find out the type of customers who patronize Ghana Water Company Limited call centres and their level of satisfaction about how their calls are handled and assess the functions/services that are most important to these customers. It also sought to unravel the influence that factors like employee training, tone of voice, attitude, operational speed and employee level of expertise has on customer satisfaction and finally to identify the extent of customer satisfaction with Ghana Water Company services. Ghana Water Company Limited was used as a case study. The target population for the research comprised all call centre workers of Ghana Water Company Limited stationed in the Accra and Kumasi metropolis. The study was conducted with a quantitative method, executed through questionnaires. Responses were analyzed in frequency counts and percentages employing statistical tools like SPSS and Microsoft Excel. Findings of the study revealed that most call center customers were males between the ages of 18 - 35 who were mostly civil servants or self-employed; most customers appreciated the alacrity with which center attendants took customers calls, and their general attitude on the phone but bemoaned that more often than not, their complains or request are not handled adequately or to their satisfaction and therefore contributed to their general dissatisfaction with Ghana Water Company Limited’s call center service. Based on the above findings, the study therefore recommended that call attendants receive further training in effective call handling. Furthermore, Management of call centers should consider further research on other aspects of customer satisfaction to find out how the needs of the customer could be met in full.
Description: A Thesis submitted to the Institute of Distance Learning, Kwame Nkrumah University of Science and Technology in partial fulfillment of the requirements for the degree of Commonwealth Executive Masters in Business Administration, May 2011
URI: http://hdl.handle.net/123456789/4237
Appears in Collections:Distance Learning

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