Assessing the Effect of Customer Service Delivery Strategies on the Development of Public Sector Organisation in Ghana

Abstract

Customers are the very reasons for which organisations exist. Public institutions are established to serve the interest of the citizenry. Social Security and National Insurance Trust (SSNIT) was established to serve the interest of workers in both public and private sectors respectively. The aim of the study was to assess the effect of customer service delivery strategies on the development of public sector organisations. The accidental sample method was used to select 260 customers for the study. Self-administered questionnaire was used to collect data for the analysis. Monte Carlo PCA for parallel analysis was employed to identify factors that fit for the analysis. Multiple regression was use to analysis, notably factors that influence service delivery strategy. It was clear that the study that the organisation faced some challenges in its service delivery, like inability to educate customers on complain channels, no or little personalized services, overall service delivery not being satisfactory. Thus, improvement in factors like reducing long hours spent in accessing service, staff motivation could lead to improved service delivery.