Perception of Service Quality on Electricity Company of Ghana (ECG): A Case of Adenta Community

Abstract

This study attempts to analyze the perceived quality of services provided by ECG in the Adenta community on such critical dimensions as reliability of service, quality of customer service, and transparency of billing. Using a mixed-method approach, this study leverages both quantitative and qualitative data to reach a subtle understanding of customer attitude and expectation from 382 respondents. The findings show huge deficits in the delivery of service under ECG on account of reliability, from frequent power cuts to disturbed voltage that causes disturbance over daily activities among households and businesses. A few other major areas are complaints arising from inefficiency in customer complaints handling, impolite handling of clients, and futility in the support channels. Metering and billing inaccuracies and lack of clarity over the methodologies of billing do not help toward trust-building within the customers of the company. Notwithstanding these, a few respondents did acknowledge the improvement in road infrastructure and power supply stability. However, an overall call for more openness and proactive communications to be responsive is what many wish for. The main recommendations suggest ECG needs to embrace effective real-time communication systems, show clarity in its billing, and have the electricity supply put on an even keel. This research provides valuable lessons for ECG in addressing customer expectations, improving the quality of service, and building better relations with the community of Adenta.