本文主要研究了加纳电力公司服务质量对客户满意度的影响。整个分析是从客户的角度进行的。在此基础上使用了一种改进的SERVQUAL模型，主要用于估计研究中考虑的变量。为了选择加纳电力公司的客户，该研究采用了方便抽样的方法。然而，选择的论文的更广泛的目标是确定服务质量在多大程度上影响顾客的满意度。以及确定客户满意度与顾客感知价值之间的基础差异，并最终探讨服务质量在何种程度上可以解释客户满意度(Gronroos 1982)。本文定义的服务质量可以解释为客户对服务的缓解程度或超出他们所期望的期望的看法。该研究使用了Parasuram等人(1985年和1988年)所指定的SERVQUAL模型。它确定了感知质量的五个维度，即可靠性、有形性、保证性、响应性和移情性。在这里，有形的维度包括物理设施，其中包括人员、设备和通信材料。可靠性集中在组织是否能够有效和有效地提供承诺的服务。响应性强调了帮助客户的意愿。保证认为员工在传达信任和信任方面的知识和效率。这一保证包括信誉、能力、安全和礼貌。同理心是为个人客户提供必要的关注和关注(Jain et al. 2004)。随后，本文进一步分析了顾客满意度和顾客满意度与服务质量之间的关系。研究结果清楚地表明，加纳电力公司最受好评的服务质量是感知评分为3.28，期望分数为3.53。这意味着，当顾客感知到的分数高于预期的分数时，顾客对服务提供者就不满意了。研究表明，由于服务质量是顾客满意的重要组成部分，电力公司应注重提高服务质量，以满足客户的需求。
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.