Inlämning av Examensarbete / Submission of Thesis

William Osei-Darko , pp. 50. MAM/Sektionen för Management, 2012.

The work

Författare / Author: William Osei-Darko
wios08@student.bth.se
Titel / Title: Customer Care and Service Quality in Ghana Tax Agencies
Abstrakt Abstract:

This study assessed the effectiveness of the application of the principles of service quality in tax administration. The methods and processes employed to carry out this study include survey methods. Interview schedule was also used as the instrument to collect data from both the tax payers and the manager of the VAT office. A total of 100 tax payers were sampled for the study. Descriptive study design was used. Data were discussed using percentages, aggregates, averages, tables and figures to create a better understanding.
The study found that the VAT service is decentralizing its operations to make its services more accessible to the clients. Further, it found that employees perceive the tax system as being fair. It was however disclosed that the VAT service does not have offices in all the Districts in Ghana.
It was therefore suggested that management of the VAT service subsume their decentralized operations into the activities of the District Assemblies in districts they do not have offices. Additionally, it was recommended that government should cede more resources and make it available to the VAT service to establish more offices at the District level.

Ämnesord / Subject: Företagsekonomi - Business Administration\Marketing

Nyckelord / Keywords: Customer care, Service Quality, Peceived Quality, Service quality construct

Publication info

Dokument id / Document id: houn-8v497k
Program:/ Programme Master of Business Administration (MBA)
Registreringsdatum / Date of registration: 06/09/2012
Uppsatstyp / Type of thesis: Magisterarbete/Master's Thesis (60 credits)

Context

Handledare / Supervisor: Eva Wittbom
Examinator / Examiner: Ossi Pesämaa
Organisation / Organisation: Blekinge Institute of Technology
Institution / School: MAM/Sektionen för Management
S-372 25 Ronneby
+46 455 38 50 00
Anmärkningar / Comments:

233-26-505-9462

Files & Access

Bifogad uppsats fil(er) / Files attached: bth2012osei-darko.pdf (431 kB, öppnas i nytt fönster)