Customer Complaints Management Practices on Service Performance of the Public Sector in Ghana. The Case of Ghana Water Company Limited.
Keywords:
Customer Complaints, Service Performance, Management practices, Public Utility Regulation Commission, satisfaction.Abstract
This study examines the impact of customer complaints management practices on satisfaction with service performance. Majority of the customers in the urban areas with direct access to pipe borne water from Ghana water company limited (GWCL) are concerned with the reliability and quality of the water supply. The inability of GWCL management to manage these concerns led to the reduction of revenue mobilization at GWCL. A survey was conducted and in all, four hundred and three (403) respondents were surveyed through questionnaires and interviewed for the study. The sample was selected by random sampling technique and data were collected using a structured questionnaire. The data collected was analyzed using frequencies and percentages with the use of SPSS 16.0.The study revealed that GWCL has a customer complaints managements practices stipulated by Public Utility Regulation Commission (PURC), of which the management staff of GWCL was oblivious of these standard set by PURC, led to many lapses in the management of customer complaints.
Again, the inability of PURC and GWCL to collaborate resulted in many services gaps namely knowledge, communication and delivery gaps. Efficient and effective communication system should prevail between PURC and GWCL and the need for GWCL to ensure continuous improvements of knowledge and skills, training of staff and provision of operational equipment‘s to enhance performance.
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