scholarly journals CUSTOMER PERCEPTION ON THE OVERALL QUALITY OF SERVICE DELIVERED A CASE STUDY OF THE ELECTRICITY COMPANY OF GHANA (ECG)

2021 ◽  
Vol 3 (1) ◽  
pp. 16-25
Author(s):  
Abdul Karim Mansaray ◽  
Dr. Monica Lapkoff ◽  
Anthony Little
Keyword(s):  
Quality Of Service ◽  
Professional Training ◽  
Descriptive Statistics ◽  
Sampled Data ◽  
Rapid Response Teams ◽  
Customer Perception ◽  
Energy Company ◽  
Improve Service Quality

Purpose: The purpose of this study was to ascertain customer perception on the overall quality of service delivered by ECG Methodology: The study adopted an explanatory research design in order to achieve the study objectives. The population for this research was made up of the employees of ECG and the customers of ECG, who were systematically sampled. Data was then analyzed through descriptive statistics using the Statistical Package for Social Science. The study employed descriptive statistics, multivariate data analysis as well as regression modelsResults: The study found out that customers perceived the quality of services being offered by the energy company as unsatisfying.Unique contribution to theory, practice and policy: To improve service quality, ECG would have to isolate the dimensions that were noted to be weak; being empathy and responsiveness. These may be addressed by professional training and retraining front line personnel and technical rapid response teams to address the concerns of customers with urgency and a human face

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Tabungan Britama Pada Bank BRI Cabang Fatmawati

Liquidity ◽  
2018 ◽  
Vol 1 (1) ◽  
pp. 72-80
Author(s):  
Viva Faronika ◽  
Asriyal Asriyal
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Acceptable Level ◽  
Level Of Service ◽  
Level Of Satisfaction ◽  
Service Policies ◽  
Improve Service Quality ◽  
Relationship Of

If the customer is greater than acceptable level of service, the cutomer is not satisfied. Conversely, if an acceptable level of service greater than the expectations of customers, the customer will be satisfied. This means that if Bank BRI branch Fatmawati can improve service quality to its customer it will affect the level of satisfaction. In this research found evidence that, in terms of the creation of quality services, Bank BRI branch Fatmawati is one of the branches that participate to implement the established policies and service in accordance with the exiting service standard in the banking world. Amount of influence the determination of quality of service policies applied by the Bank BRI branch Fatmawati indicated by r2. r2 value only 45 % and the rest 55 % influenced by other variables not studied. Meanwhile, the variable relationship of service quality to customer satisfaction can be seen from the values r = 0,67. This shows the value of the correlation coefficient between the variables of service quality to customer satisfaction. This means there are strong relationships between the independent variable X (quality of service) to the dependent variable Y (customer satisfaction). Since r = 0,67 (67 %) greater then 50 %.

THE IMPLEMENTATION OF ISO 9001:2015 TO IMPROVE QUALITY OF SERVICE AT PUSAT KESIHATAN UNIVERSITI (PKU), UNIVERSITI UTARA MALAYSIA(UUM)

2018 ◽  
Vol 13 (Number 2) ◽  
pp. 67-77
Author(s):  
Anis Syamimi Abd Rahim ◽  
Mohd Norhasni Mohd Asaad
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Descriptive Statistics ◽  
Iso 9001 ◽  
Quality Of Services ◽  
Research Questions ◽  
Spss Software ◽  
The Relationship ◽  
Universiti Utara Malaysia

The purpose of this study is to review the implementation of ISO 9001:2015 in order to improve the quality of services at Pusat Kesihatan Universiti (PKU), Universiti Utara Malaysia. The respondents of this study were customers at the PKU, UUM. The questionnaire was distributed to 50 respondents. The data were analyzed using SPSS software version 24. The data were tested using descriptive statistics, and correlation analysis to answer the research questions and to achieve the objectives. The findings show that customers agree that implementation of ISO 9001:2015 give service at PKU, UUM is good and satisfied. Through the correlation test, the results showed that the relationship between the implementation of ISO 9001:2015 has a positive and significant impact on customer satisfaction and the effect of implementing ISO 9001:2015 has a positive and significant impact in improving quality of service at PKU, UUM.Through mean and standard deviation tests, results show that tangible dimensions are the main dimensions of customer satisfaction while dimensions with low values are dimensions of responsiveness.Therefore, all aspects of service in PKU, UUM will be strengthened and all aspects of the weaknesses could be addressed to improve the service in order to maintain good quality services.

Brand Perception and its Relation to Perceived Performance of a Public Sports Service

2015 ◽  
pp. 202-220
Author(s):  
Mario Alguacil Jiménez ◽  
Ferran Calabuig Moreno ◽  
Juan M. Núnez-Pomar ◽  
Josep Crespo Hervás
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Structural Equations ◽  
Measurement Scales ◽  
Perceived Performance ◽  
Perception Of Quality ◽  
Brand Perception

In sport context, many contributions are involved in the perception of quality and satisfaction in sport services, but in regards to brand perception, such studies are much less common. Virtually no work is aimed at brand awareness of sports services. In the book chapter the authors expose a case study that analyze the users perception of the image of the service and is related to some performance indicators such as quality of service, satisfaction and future intentions. Data analysis is performed using structural equations and measurement scales adapted to sports facilities. The results of this study show that quality is explained by congruence with a high percentage of variance (76.6%), the latter concept being the aspect with the greatest predictive weight. Furthermore, future intentions are explained by attitudes towards the brand and quality, the latter being the element with greater predictive power.

Providing Quality of Service across Multiple Providers

2010 ◽  
pp. 280-296
Author(s):  
Christos Bouras ◽  
Apostolos Gkamas ◽  
Kostas Stamos
Keyword(s):  
Quality Of Service ◽  
Network Management ◽  
Network Services ◽  
Qos Provisioning ◽  
Backbone Networks ◽  
Important Quality ◽  
Academic Network ◽  
Research And Education

In this chapter, the authors present some of the latest developments related to the provisioning of Quality of Service (QoS) in today’s networks and the associated network management structures that are or will be deployed to support them. They first give a brief overview of the most important Quality of Service proposals in the areas of Layer 2 (L2) and Layer 3 (L3) QoS provisioning in backbone networks, and they discuss the network management structures and brokers that have been proposed in order to implement these services. As a case study, they describe the pan-european research and academic network, which is supported centrally by GEANT and which encompasses multiple independent NRENs (National Research and Education Networks). In the last few years, GEANT has developed and deployed a number of production and pilot services meant for the delivery of quality network services to the end users across Europe.

A Case Study on the QoS, Energy Consumption and Mobility of WLANs and WMANs

2009 ◽  
pp. 175-196
Author(s):  
Ioannis Papapanagiotou ◽  
Georgios S. Paschos
Keyword(s):  
Quality Of Service ◽  
Energy Consumption ◽  
Life Time ◽  
Wireless Access ◽  
Next Generation Networks ◽  
Telecommunication Services ◽  
Wireless Architectures ◽  
Important Design

The present chapter contains a thorough investigation of Quality of Service, Energy Conservation and mobility in 802.11 and 802.16 standards. Interest on these two technologies arises from the fact that they are designed to cooperate offering wireless access capabilities in Next Generation Networks (NGNs). Under NGN Wireless architectures, key challenges must be taken into account: (a) Broadband technologies are based on QoS Enabled Telecommunication Services; (b) Mobile devices are battery limited. In fact, how to prolong the life time of a mobile device and minimize power usage is a very important design issue; (c) Wireless operation means that the user is expected to roam freely, which must also be taken into account. The dependability of NGN operation is obviously depended on these three features.

scholarly journals Building Brand Equity through the Influence of Corporate Social Responsibility (CSR): A Case Study of Hollard Insurance- Kumasi

2017 ◽  
Vol 9 (1) ◽  
pp. 145 ◽  
Author(s):  
Daniels Reese Mensah ◽  
Joseph Yensu ◽  
Daniel Abayaakadina Atuilik
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Brand Equity ◽  
Positive Influence ◽  
Descriptive Statistics ◽  
Insurance Company ◽  
Brand Association ◽  
Corporate Social

Corporate Social Responsibility (CSR) is an important part of every business entity and as such has been described as a tool to build the brand equity of a business. Thus, understanding its implications help firms to build their brand equity. Therefore, this study investigates into building brand equity through the influence of CSR in Hollard Insurance Company, Kumasi. Questionnaires were designed and administered to a sample of 373 employees and customers of the Hollard Insurance Company. The data collected were analysed using descriptive statistics, cronbach alpha and multiple regression. The study shows that all CSR variables influence Brand Equity. However, Legal, Ethical, Voluntary and aggregated Corporate Social Responsibility significantly influence Brand Equity, with positive relationships. Ethical Responsibility was found not to be significant, but had a positive influence on Brand equity. The findings suggest that with Hollard Insurance commitments to legal, ethical and voluntary responsibility; they can present better view of their services by considering the CSR and include a positive brand association of their name in people's minds. It was further suggested that Hollard Insurance Company should review its CSR to assess the quality of legal, ethical and voluntary responsibilities to determine whether they are effectively carried out.

Impact of ecologic education and values on pupils’ ecologic consciousness

2018 ◽  
Vol 5 (5) ◽  
pp. 49-59
Author(s):  
Rutenis Jancius ◽  
Gintare Vaznoniene ◽  
Algirdas Gavenauskas ◽  
Juozas Pekarskas
Keyword(s):  
Factor Analysis ◽  
Quantitative Research ◽  
Technology Development ◽  
Descriptive Statistics ◽  
Quality Of Education ◽  
Environmental Technology ◽  
12Th Grade ◽  
Environmental Technologies

Ecological challenges encourage thinking about the quality of education, the need to develop a person who is responsible and able to live in harmony with the environment and is distinguished by ecological competences. The purpose of the research is to identify the ecological consciousness of pupils and values of pupils, which are developed based on the ‘Concept of the development of ecology and environmental technologies’. For the purpose of the research, a case study was applied, a quantitative research was carried out—the first school in Lithuania was analysed, where the concept of ecology and environmental technology development has been implemented since 2015. The research involved 11thand 12th grade pupils (N = 80). The results of the research were analysed using descriptive statistics, factor analysis, correlation analysis and comparison method.Keywords: Ecologic education, pupils, values, ecologic consciousness

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