The Quality of Customer Service and Satisfaction Levels at Koforidua Polytechnic Restaurant, EasternRegion, Ghana.

Samuel Addae-Boateng, SamuelAyittah Kwabena, Yaw Brew


The study was undertaken to assess the level of customer satisfaction. Literature on customer service quality was reviewed and primary data were gathered through observations, interviews and questionnaire.  Frequencies, percentages, tabulations, cross-tabulations,pie and bar charts were used to analyse and presentthe data.The study revealed, among other things, that regular customers who patronize the restaurant on daily basis were about 120. There were indications of negative gaps between customers’ service quality expectations and the service quality the Restaurant actually delivered to customers. On the more important service quality attributes such as reliability, responsiveness, assurance, and empathy, the Restaurant is rated average; on tangibles (physical evidence), the least important attribute, the Restaurant is rated high.Based on the findings and the conclusions drawn, recommendations were made to help improve the Restaurant’s performance and customer satisfaction levels.

Key words:Service; Quality; Technical quality;Functional quality; Gaps

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ISSN (Paper)2224-5766 ISSN (Online)2225-0484

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