Service Quality and Customer Satisfaction: Empirical Evidence from the Ghanaian Public Service

Abstract

The satisfaction of human need is an important objective organizations strive to achieve. The present study sought to examine service quality and customer satisfaction in the Ghanaian public service. Using correlational research design and a purely quantitative research approach, the researcher collected data from 304 participants using questionnaire. The hypotheses were tested using Pearson product-moment correlation test. The result showed that service quality significantly and positively related with customer satisfaction. In addition, customer perception and expectation significantly and positively related with customer satisfaction. The implications of the findings have been presented.

Keywords: Service Quality, Customer Satisfaction, Public Service, Ghana