Examining Customer Relations Management, Customer Satisfaction and Retention: A Study of ECG

Abstract

The study sought to examine Customer Relationship Management and Customer Satisfaction and Retention in ECG. The research examines the underpinnings of Customer Relations Management and how it impacts on customer satisfaction and retention. A total of 150 questionnaires were distributed out of which 145 provided responses that confirmed the hypothesis that ECG has poor customer relations with customers which has resulted in Customer. Findings from the research revealed that ECG has poor customer relations with its customers and the issues identified wear good customer relations, promptness in complaint redress, communication, empathy and rewards for customer loyalty. Following from the study, it is recommended that Electricity Company of Ghana should deepen their relationship with their customers as well as facilitate measures to minimize customer relations by prioritizing Customer Relations Management activities like service quality, promptness in complain redress, show of empathy, customer loyalty rewards and responsiveness.