ASSESSMENT OF CUSTOMER SERVICE QUALITY AT TAFO GHANA POST COMPANY LTD.
ASSESSMENT OF CUSTOMER SERVICE QUALITY AT TAFO GHANA POST COMPANY LTD.
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Date
2022-09
Authors
SACKEY, FRANSCISCA
7201790029
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Abstract
The supply of quality services by the Ghana Post Company Ltd enhances the success of businesses and standard of living of individuals in the country. However, individuals and businesses in the country continue to suffer due to poor quality of service from the Ghana Post Company Ltd. The study aimed at assessing the quality of service at the Ghana Post Company Ltd using Tafo as a case study. The study employed quantitative approach. The population comprised of the staff and customers of the Tafo branch of the Ghana Post Company. Convenience sampling was used to select sampled respondents. Data was collected from primary source by administering structured questionnaires to respondents. The study found that customer service at Ghana Post Company Ltd was poor and did not meet the expectation of customers. The study identified some challenges that Ghana Post Company Ltd face in the delivery of quality services to customers. Prominent among these challenges was the lack of modern equipment and technology. The study recommends that Ghana Post Company Ltd put down strategies to offer the necessary customer service practices. There is also the need for the company to train its staff to put up positive attitude towards work as well as the implementation of quality management practices such as total quality management. The provision and implementation of integrated management systems such as enterprise resource planning systems is critical for quality service delivery.