幫寫論文-加納電力公司的服務質量

  本篇幫寫論文-加納電力公司的服務質量講了本文主要研究加納電力公司的服務質量對客戶滿意度的影響。整個分析是從客戶的角度進行的。在這方面使用了SERVQUAL模型的修正版本,主要用於估計研究中考慮的變量。爲了選擇加納電力公司的客戶,本研究採用了方便抽樣的方法。然而,所選論文的更廣泛的目標是確定服務質量對客戶滿意度的影響程度。以及確定顧客滿意度和顧客感知價值之間的基礎差異,最後考察服務質量在多大程度上可以解釋顧客的滿意度。本篇幫寫論文文章由加拿大第一論文 Assignment First輔導網整理,供大家參考閱讀。

  This paper is focused on determining the effects of service quality over the customer satisfaction in the Electricity Company of Ghana. The entire analysis is performed from the perspective of the customers. A modified version of the SERVQUAL model has been used in this regard which is mainly used to estimate the variables considered in the study. The study resorted to convenience sampling in order to select the customers of Electricity Company of Ghana. However, the broader objectives of the selected paper are to determine what extent service quality can influence the customer’s satisfaction. As well as determining the underpinning difference between customer satisfaction and customer’s perceived values and finally examining to which extent service quality can explain the satisfaction of the customers (Gronroos 1982). Service quality in the paper is defined as it can be explained as the perception of the customers of how well the service mitigates or exceeds the expectations beholden by them. The study has used the SERVQUAL model specified by Parasuram et al. (1985 and 1988). It identified five dimensions of the perceived quality which is namely, reliability, tangibility, assurance, responsiveness and empathy. Here tangible dimension consists of the physical facilities which in turn include the personnel, equipment and the material of communication. Reliability is focused on whether the organisation is able to render the promised services effectively and efficiently. Responsiveness emphasises over the willingness to help the customers. Assurance considers the knowledge and efficiency of the employees in conveying confidence and trust. This assurance encompasses on credibility, competence, security and courtesy. Empathy is about providing the individual customers the required attention and care (Jain et al. 2004). Afterwards, the paper moved on to analyse the customer satisfaction and the relationship between the customer satisfaction and service quality. The findings of the study clearly depict that the most rated service quality of the Electricity Company of Ghana is the responsiveness where the perception score is 3.28 and the expectation score is 3.53. This means that when the perceived score of the customers is higher than the expected score, then the customers are not happy with the service provider. The study suggested that as service quality is a crucial component of customer satisfaction, the electricity companies should focus on improving their service quality so as to meet the demand of the customers.

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