Client’s view of service quality, performance and satisfaction of small –scale garment producers in Ho municipality, Ghana.

Abstract

The study aims to examine clients' perspectives on service quality, performance, and satisfaction regarding small-scale garment producers in Ho Municipality, Ghana. Conducted through a quantitative design with a cross-sectional survey, data was collected using questionnaires to elicit answers from clients who made purchases from small-scale garment producers (SSGP) in Ho who were affiliated with the Ghana National Tailors and Dressmakers Association (GNTDA). The objectives of the survey focused no gap between clients’ expectations and perceptions of (SSGP), examination of perceived performance, client satisfaction levels, and the relationship between service quality and delivery performance. Employing cluster sampling, 500 participants were selected as the sample size, however, was able to process 445. Results indicated significant gaps in tangibility, assurance, and reliability according to client perceptions. Recommendations include creating an enabling environment for small-scale producers to enhance service quality, focusing on aspects like modern equipment, neat appearances, and ambiance. Despite overall competent performance, areas for improvement such as fabric selection and dress finishing were noted. Suggestions include joining fashion associations for skill upgrades and maintaining high client satisfaction levels. Moreover, it is recommended that understanding service quality's linkage to performance is essential for improvement and investing in service quality should be prioritized by small-scale producers.