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The Effects of Resource of Flow the Princess Marie Louise Hospital on the Length of Stay of Malnourished Children
(University of Ghana, 1993-06) Kwegyir-Aggrey, K.A.; Kwegyir-Aggrey, E.A.; Jackson, H.E.; University of Ghana, College of Humanities Business School Department of Accounting
The Princess Marie Louise Hospital (PML) caters for malnourished tr children suffering from Kwashiorkor, Marasmus or Marasmic Kwashiorkor with food and drug therapy. All cases admitted are treated with free food nutrients. In addition, drugs which are used as supplements are however paid for by the caretakers. The main problem that the research seeks to investigate is the frequent inadequacy of its essential supplies namely, food nutrients and drugs, the consumption of which is believed to have a positive relationship with the rate of recovery of malnourished children depending on the quality and quantity provided. It is therefore hypothesised that, given adequate and timely supply of essential supplies, the length of stay of malnourished children will be inversely related to the flow of the essential items to the hospital. The results of the study revealed that the average length of stay at the hospital was 3 5 days, and that mortality among malnourished children averaged between 12 to 15 deaths per month. However, it was realised that most of the cases which resulted in deaths were short stays ranging between 1 and 6 -kdays after admission.j*, The implication was that, the conditions of the children either worsened to their terminal stages before they were admitted to the hospital, or that, they were presented to the hospital at a time when very little could be done medically. Information processed from data gathered at the kitchen revealed that there were very wide shortfalls in the records of food items required and those available for consumption. The erratic nature of foodstuffs supplied to the kitchen made it impossible for proper planning and management.)^ Such irregularities which resulted in the malfunctioning of the kitchen further forced the frequent substitution of the meals served without any consideration of the food energy generated from the substitutes. The study further revealed that though food and drugs could easily be quantified as the most important ingredients influencing the rate of recovery of malnourished children at the PML., other factors which were not easily quantifiable like the medical care, nursing care and the influence of individual caretakers were very important influential factors on the length of stay of malnourished children.,
Risk Management In Oil and Gas Project Financing
(University of Ghana, 2000-06) Akaba, N.Y.
Securing adequate financing for oil and gas investments is a difficult task in the best of environments. In Africa, the task is more difficult on account of political, commercial and force majeure risks. These factors serve to limit the interest of international commercial banks, the main source of oil and gas finance in making long-term credit available for the region. This thesis examines the risk mitigation arrangements that can relief the fears of the international financial institutions. Issues of concern to potential lenders, such as completion risk, performance risk, market risk, economic risks, environmental risk and political risks are evaluated. Measures, which tend to minimize lenders risks, such as escrow accounts, political risk insurance, hedging programmes and standby fund facility, are examined. Security packages such as implementation agreement, land conveyance agreement, fuel supply and transportation agreement, and energy purchase agreement, ownership structure agreement and operation maintenance agreement are all examined. Also, the various ways of strengthening these security packages to attract private financial institutions to finance oil and gas, projects. The study is an evaluation of the roles played by the international financial institutions namely: International Finance Corporation (IFC), the World Bank, Multilateral Investment Guarantee Agency (MIGA), United States Agency for International Development (USAID) and NIB (Ghana) Limited. The findings of the study were gathered through structured personal interviews and questionnaires and are presented in tables and matrices. The study addressed the following research problems: (1) How are oil and gas project risks identified, how are they analysed how are they allocated and what measures are taken to mitigate the risks? (2) What is the quality of security package available for lenders, are how are these security packages be strengthened. (3) Does the involvement of the intonational financial institutions in oil and gas financing serve as an additional security for private financial institutions? The findings of the study have been analysed within the researchers conceptual framework on risk management. The conclusions of the study are: The financial institutions that finance oil and gas projects do not use any scientific method to identify and analyse risk for oil and gas projects, but rather they base the risk identification on the poor infrastructure, debt burdens, refuge problems, war and civil conflicts and perceived political, commercial and force majeure risks of African countries, instead of assessing oil and gas project risks on the performance of the projects profitability and viability, generally. The security packages exist in almost all oil and gas projects financed but the difficulty is about how they should be enforced or strengthened to make them workable in the less developed financial markets in African countries. The World Bank has therefore taken the task of improving the financial markets so as to cushion the financial markets. When the financial markets function very effectively with its legal systems, then security packages can work well. The involvement of the international financial institutions such Multilateral Investment Guarantee Agency (MIGA). the Work! Bank, International Finance Corporation (IFC), and United States Agency for International Development (USAID) serve as additional security package for private financial institutions since the risk is reduced by the surveillance of these corporations. MIGA's political insurance also serves as additional financial tool used to cover risks expected by these lenders. In view of the findings of the study, the researcher has recommended some extra work to be done by these international financial institutions to help attract private financial institutions to finance oil and gas projects in Africa.
Decentralization, the District Assemblies Common Fund and Poverty Alleviation: The Experience of the Kpando District
(2000-08) Boachie-Danquah, W.
The downward socio-economic trend of the 1970s, which was largely due to the poor management and administration of the resources of this country, compelled the Provisional National Defence Council (PNDC) government to embark on Economic Reform and Structural Adjustment Programmes. Besides in 1988, government embarked on a democratisation process. Decentralisation became a major policy through which the democratisation process could be enhanced. Decentralisation is not a new phenomenon in Ghanaian polities. However, with local government reforms in 1988, decentralisation as a process assumed a new dimension. It was embarked upon by the Provisional National. Defence Council (PNDC) regime, to make the people part of the decision-making process at the local level. It was also meant to ensure total socio-economic transformation of the country and to eradicate poverty. Consequently, structures and institutions, backed by legal instruments were put in place to enhance the process. Some of these are the District Assemblies and their' sub-structures, the National Development Planning Commission (NDPC) and the District Assemblies Common Fund (DACF). The roles of other institutions have also been redefined. For instance, the civil service has been restructured and its role redefined to enhance the decentralisation process. The process sought to transfer means, skills, power and competence to the District Assemblies to enhance their efficiency and effectiveness. A major innovation with the decentralisation process is the institutionalisation of the District Assemblies Common Fund. This Fund is a generous amount that is disbursed through the office of the District Assemblies Common Fund Administrator to the District Assemblies. The Fund constitutes five percent of the total national revenue. It is meant for development. The Assemblies are further directed to use twenty percent of this Fund for poverty alleviation. This study assessed the impact of the decentralisation process, the Common Fund and poverty alleviation efforts on the Kpando district. The assessment was based on information gathered through questionnaires and interviews that were administered. The sample were 24 beneficiaries of the poverty alleviation fund. In addition were 11 members of the District Assembly sub-committee on Finance and Administration, the District Chief Executive, and the Bank Manager of the Managing Bank. The questionnaire for the beneficiaries consisted of two parts. Part I consisted of ancillary information on biodata, such as age, sex, marital status etc. Part II was designed to measure the impact of the Poverty Alleviation Fund (PAF). There were twenty-four (24) questions, of which three were open-ended. The response format was structured as "Agree", "Somehow", and "Disagree". The major findings are that the decentralisation programme is on course. Infrastructural development is going on. However, there is still more to be done. There is the problem of the reluctance of the decentralised departments in the district to accept the authority of the District Assembly fully. The poverty alleviation fund is yet to make an impact due to problems of inadequacy of the fund, ill-timing and delay in release of the fund, low-rate of repayment, lack of supervision, diversification of the fund, low-level technology, and political interference among others. Some of the recommendations are that the Local Government Service should be established without delay; the poverty alleviation fund should be de-politicised and partisan politics should be introduced into the conduct of affairs of the District Assemblies.
Evaluation of the Performance of Kwame Nkrumah University of Science and Technology School of Mines, Tarkwa
(University of Ghana, 2001-03) Bedai, E. K.; Amoa, S.A.; Djang, R. K. O.; Nartey, P.; University of Ghana, College of Humanities, Business School, Department of Public Administration and Health Service Management
This study was aimed at evaluating the performance of the KNUSTSM, Tarkwa, for the period that it has existed as a tertiary institution todate, a time span of twenty-five years. The School will celebrate, in October 2001, its silver jubilee of nurturing by the mother university, KNUST, Kumasi. Even though it is at the threshold of becoming a University College, no formal evaluation has been made about how the School has so far performed. The study also sought to establish whether the experience of KNUSTSM, Tarkwa, as a nurtured institution could be used as a model for some other institutions in the country which could go through similar process into maturity. The study was done under the relevant aspects of the broad policy objectives of the reforms to the tertiary education system of Ghana (1990) which were also evaluated in 1998. It was hypothesised that the KNUSTSM, Tarkwa, had not performed well; neither had it justified the mission for which it was established. The four broad criteria of evaluating higher education institutions as propounded by Ramson, Khoo and Selvaratnam (1993) and a fifth criterion identified by the researcher, were employed to evaluate the School. The five broad evaluation criteria were broken further into twenty-nine sub-areas. Twenty two of the assessment criteria indicated positive performance of the School. Four of them proved negative and three of the items went in between positive and negative which means that they were debatable. With twenty-two out of twenty nine items being positive indicators, the hypothesis has been proved wrong. The results clearly demonstrated that KNUSTSM, Tarkwa has performed excellently and has justified the mission for which it was set up. The results of the study have been summarised in a framework matrix. The shortcomings of the School have been identified in the study and suggestions have been offered for redress as the School prepares itself to become a University College.
Towards Superior Performance in Public Hospitals: An Assessment of Strategic Capabilities - The Case of Komfo Anokye Teaching Hospital
(University of Ghana, 2001-05) Yeboah, G.; Ofei, A.K.; Obuobi, A.A.D.; University of Ghana, College of Humanities, Business School, Department of Public Administration and Health Service Management
Improvement in health service delivery has become an issue in recent times all over the world with Ghana not being an exception. In Ghana, Public Hospitals have come under severe media and public criticism for poor service delivery. To be able to meet the expectation of the public, these hospitals must possess certain resources and competences. Not only should public hospital improve on their performance but should also do their best to excel in the health care industry. This requires that the resources and competencies, which are necessary for health services delivery, must be distinct from that of others in the health service industry. The study therefore sought to find out whether Komfo Anokye Teaching Hospital (KATH) possessed any distinct resources and competencies and how they could be exploited for superior performance. The study employed a multi method approach of data collection. Structured questionnaires, documents and archives were used to get information on the hospital’s past performance and also identify the resources and competences that Komfo Anokye Teaching Hospital possessed. The study showed that Komfo Anokye Teaching Hospital had almost all the resources central to health service delivery as well as distinctive resources. KATH, compared with its competitors, was found to be endowed with physical resources like facilities for special cases. For example, Neonatal unit, Radiotherapy Centre, state-of-the-art X-ray and Family planning facilities. However, the facilities at the hospital were over utilized and some of its equipment needed to be changed as they were old. KATH had a strong human resource position as it had staff with vast expertise especially in the clinical areas. The hospital’s relationship with the School of Medical Sciences of the Kwame Nkrumah contributed greatly to this advantage. The lecturers provided services through their teaching. However, the performance of activities (competencies) was not encouraging. The resources had not been fully deployed to create competences in the performance of critical activities. From the overall assessment of KATH’s competencies no unique competencies were found. In the area of Service Delivery/Operations the performance was ordinary. It would have been expected that with the good human resources position of the hospital, it would have a unique competence in this area. As a teaching hospital which has research as part of its mission, KATH’s performance in research and development was poor. It even had the personnel to undertake research. It could use research to improve on its services. Managements of Public Hospital should not think that due to the resource constraints that they face improving performance or excelling in performance cannot be attained. They should know their organizations by doing an internal assessment to identify strengths, which could be exploited and the weaknesses which ought to be strengthened and improved for superior performance.
A Comparative Study of Purchasing and Stores Management in Private and Public Hospitals
(University of Ghana, 2001-06) Owusu-Afriyie, S.; Buame, S.C.K.; Sefa, K.A.; University of Ghana, College of Humanities, Business School, Department of Public Administration and Health Service Management
Every organization, be it primary, manufacturing, or service depends on materials and services to enhance its operations. Material requirements are either in their raw form, which are used as inputs in the manufacturing process or finished goods, which are used as consumables in the running of the organization. To ensure continuity of operations, organizations require systematic and regular supply of materials, which must be purchased and stocked to be issued, out when the need arises. Purchasing and Supply is therefore one of the basic and most important function of every organization. Indeed no organization can operate effectively and successfully without materials, equipment and services. In the public health institutions in Ghana, purchasing and stores management function has not been approached professionally as it should be. As a result most public hospitals such as Korle Bu Teaching Hospital have experienced malpractices in this area, which have attracted criticisms from the general public. Little has been heard about the private hospitals with regards to problems and malpractices in the field of purchasing and stores management. It is in the light of problems associated with purchasing and stores management in public hospitals that the researcher decided to undertake comparative study of purchasing and stores management of private and public hospitals to find out, first, which of the hospitals meets professional standard in purchasing and stores management. Secondly, to make the necessary recommendations to be implemented by those institutions which do not meet the professional standard of practice in order to improve the Purchasing and Stores Management functions to achieve efficiency and effectiveness. Purposive sampling technique was used to select two public and two private hospitals. The two public hospitals were Kibi District Hospitals, located at East Akim District of the Eastern Region, and Koforidua Central Hospital located at Koforidua also in the Eastern Region. The two private hospitals were Holy Family Hospital, located Nkawkaw in the Kwahu South District in the Eastern Region and Ashanti Goldfields Company Limited Hospital otherwise known as Ashanti Goldfields Company Hospital which is located at Obuase in the Adansi West District of the Ashanti Region and Ashanti Goldfields Company Limited Hospital otherwise known as A.G.C. Hospital which is located at Obuasi in the Adansi West District of the Ashanti Region. The former is owned and run by the Koforidua Diocese of the Catholic Church and the latter is owned and run by Ashanti Goldfields Company Limited a Mining Company in Ghana. Data for the study were obtained from both secondary and primary sources. The secondary sources included hospital reports, minutes of meetings, research findings, newsletters and newspapers. Primary data were collected through two main methods namely, personal interview using questionnaire as a guide and personal observation. The personal interview was the main method of data collection and personal observation was used as complementary method. Three officers of the Hospital, Administrator, the Purchasing Officer or the Supplies Officer/Stores Officer and Accountant from each of the hospitals were selected as the respondents for the personal interviews. The interview questionnaire was divided into two sections - one on purchasing and the other on stores management. The questionnaire and interviews inquired about the availability of qualified purchasing and stores staff, authorization of purchases, purchasing initiation, segregation of stores, purchasing and accounting duties, availability of stores and purchasing departments, security at stores, availability of storage facilities, computerization of stores and purchasing functions, procedure for accepting goods to stores, supplier evaluation, registration of suppliers, assessment of stores performance and many others. Some of the questions were open-ended and others were closed-ended and multiple choice. The responses from the personal interview were recorded manually. Content analysis and descriptive statistics were employed to analyze the responses. The content analytical method was used for the open-ended questions. The statistical package for social sciences (S.P.S.S.) was used for the statistical analysis. The results indicated that Ashanti Goldfields Company Hospital met professional standards in almost all the indicators used in the study followed by Holy Family, and Koforidua Central and Kibi District Hospitals - in that order. Kibi District Hospital, one of the Public hospitals was most delinquent in the professional practices. Recommendations were made for implementation by the public hospitals in order to improve the purchasing and stores management to contribute to the efficiency and effectiveness of these hospitals. In addition, the Ministry of Health was advised to understudy in detail the Ashanti Goldfields Company Limited Hospital’s purchasing and stores management for possible adoption by all public hospitals.
Firm Level Communication and Customer Perception of Service Quality in The Hotel Industry In Ghana
(University of Ghana, 2002-06) Braimah, M.M; Buasti, S.N.; Buance, S.C.K.; University of Ghana, College of Humanities, Business School, Department of Marketing and Consumer Managemen
The world has become a global village and more and more firms are now competing for the attention and action of the same customer. This exposes the customer to hundreds of promotions a day. To survive and grow in this hostile business environment, firms attempt to capture the attention of potential customers through their marketing communication efforts. Service firms use a variety of promotional tools including servicescapes to reach potential consumers. As a result of the variety of promotional tools being used and the sheer volume of information being sent out, it becomes difficult for service firms to effectively integrate and coordinate these messages. This results in conflicting images and promises. Sometimes, they (Service Firms) over promise or exaggerate their services to win customers. The study was therefore designed to determine how firm level communication influence service quality perceptions, and the impact that inconsistencies between firm level communication and service delivery have on service quality perceptions. In a survey, three sets of questionnaires were designed and administered on a sample of customers, management and front line staff of various hotels in Accra. It was established in the study that customer perception of service quality is shaped to a large extent by customer expectations, which itself is influenced by firm level communication. Several hotels are making conscious efforts to integrate and coordinate all aspects of their firm level communication ensuring that their messages are both believable and deliverable. Service encounter emerged as the most important factor that influenced customer perception of service quality in a given service experience. Given the increasingly hostile nature of the business environment, the importance of service quality as a means of differentiating one service firm from another cannot be over emphasized. However, because service quality perception is a subjective cognitive activity, influenced by firm level communication and customer expectations, it is important that firms integrate and coordinate their promotional efforts and make only claims and promises that they can adequately fulfill.
Sustainable Plastic Waste Management in Accra: The Role of the Stakeholder
(University of Ghana, 2003-06) Ofei, S.B.A.; Domfeh, K.A.; Boachie-Danquah, N.Y.; University of Ghana, College of Humanities Business School, Department of Public Administration and Health Service Management
The problem of sustainable collecting and disposing of plastic waste in Accra has persisted for well over a decade. Plastic waste clogged-gutters, and plastic-littered streets in the national capital, Accra have indeed, portrayed the city as one of the most littered in the West African sub-region. To ameliorate the menace and environmental nuisance posed by plastic waste, the Accra Metropolitan Assembly (AMA), through its Waste Management Department (WMD) has over the years, attempted to privatize municipal solid waste management services. This thesis examined the effectiveness of the approaches used in the past towards solving the solid waste problem especially, plastic waste. The capacity of the local government agency (AMA) responsible for waste management was also reviewed. Above all, the study examined the clarity of environmental and sanitation policies as well as the adequacy of legislation regarding the sustainable management of municipal solid waste in the metropolis. In essence, the purpose of the study was to provide practical and adequate information relevant for the sustainable management of plastic waste in Ghana's cities, especially the nation's capital, Accra. The study employed both quantitative and qualitative methods of analysis in the discussions of the research data. The problems of unsustainable plastic waste management in cities of developing countries including Accra have been partly occasioned by inadequate legislation, environmental and sanitation policies, as well as the lack of institutional capacity and competence. To ensure effective and efficient plastic waste management service delivery, community participation is very essential. This, of course, is a process which must result in the building of capacity to maintain services in the community. The thesis thus reviewed the involvement of some community-based organizations (CBOs) as partners in sustainable plastic waste management. But nevertheless, community initiatives and CBOs may have short shelf life if they are not conscientiously acknowledged and supported by the local authority (i.e. AMA). Furthermore, cooperation between the CBO and the local authority to maintain and operate the service system is essential. The multi-purpose application of plastics make them so unique that in recent times, they have been preferred over other products like paper, glass, etc., in domestic and commercial usages. The manufacturers, distributors and retailers of such plastic products, as well as consumers have been cited as culpable polluters, who by no means must have a stake in the management of the wastes they generate. Chapters three through seven offer some degree of illumination into what stakeholders hope to be done about the problem. The outcomes of the research reveal serious aberrations in the approaches that have been adopted by stakeholders in the last decade towards the sustainable management of plastic wastes. Hitherto, approaches towards basic service delivery had been “statist” and paternalistic with little regard for recovering cost on environmental service delivery. With the inception of the New Public Sector Management strategies in the late 80s, privatization - contracting-out and out-souring basic service delivery became the norm. The issue of public-private partnership (PPP) is a late arrival, in which the public and private sectors assume co-ownership and co-responsibility for public service delivery projects. As the research discusses local government ineffectiveness and inefficiency vis-a-vis sustainable plastic waste in Accra, the study in the event, reveals that a new approach (i.e. public private partnership) is imperative for enhanced efficiency and effectiveness.
Capacity Assessment for Public Sector Management
(University of Ghana, 2004-10) Gibba, O.S.M.
This study on Capacity Assessment for Public Sector Management (CAPSM) is intended to make an objective assessment of the present capacity for Public Sector Management (PSM) in relation to the implementation, monitoring and evaluation of "Vision 2020' in The Gambia. This objective could be achieved as well as critical elements in the overall environment and at instilutional and organizational levels which hinder the development and effective use of national capacity for PSM. A broad approach was taken for CAPSM by The Gambia, in analyzing the capacity for PSM in its overall Human, Organizational, Inter-Organizational and Environmental context. The research findings identified both positive and problematic issues as part of CAPSM. On the positive side, it was noted that there is political stability in the country; less political interference in PSM at the highest political level; an open, transparent and competitive recruitment system in place; there is incapacity to train people for PMS; there are appropriate policies and programmes or the achievement of public sector goals, including effective communication channels; effective and modernized financial management systems; politics the promote financial independence and sustainability for sectors including both the private sector and NGOs. Finally, Departmental organizational structures are in harmony with their mandates. Some of the critical elements impacting negatively on the performance of the public service are: lack of a well articulated, defined and prioritized public service goals, limited application of modem management practices, unfamiliar public service mission, inappropriate training policy, inadequate civil service incentive systems, lack of gender balance, negative attitude of civil servants and brain drain
Subscriber Perception of Quality of Health Care Services Under the New Juabeng and Ketu District Mutual Health Insurance Schemes in Ghana.
(University of Ghana, 2007-07) Baku, A.A.
The perception that an individual forms about a thing affects that individual’s behaviour and attitude towards that thing. The District Mutual Health Insurance Schemes in Ghana are a new way of financing health care in the country. The need to sustain these newly introduced schemes by improving and sustaining quality of health care services under them is extremely important. However, there is a dearth of knowledge on subscribers’ perception of the quality of health care services under these schemes. Bridging this knowledge gap is a necessary first step in determining the improvement and subsequent sustainability of the quality of health services provided under the schemes. A convenient sample of 400 respondents each from the New Juabeng and Ketu District Mutual Health Insurance schemes participated in the study. The empirical research was conducted using questionnaire and interviews to assess subscribers’ perception of service quality under the two schemes. Respondents’ perception of service quality was measured along the following quality dimensions the level of communication, the demeanor of staff and availability of essential drugs using a likert scale. The scale was anchored 1 and 5 with one being “very good” and 5, “very poor”. The findings of the study indicate that subscribers in New Juabeng rated the overall level of communication and the attitude of staff as good on the likert scale, whilst those in Ketu rated the same quality dimensions as fair. On the issue of availability of essential drugs, 63% of the respondents in New Juabeng said prescribed drugs were available at the health care facilities and 44% of the respondents in Ketu said prescribed drugs were available at health care facilities in the locality. Respondents on the two schemes appeared to agree that an explanation on medical tests to be taken by them was important in determining the level of communication, while the courtesy of the nursing staff was a major determinant of the attitude of staffs in the health care facilities. Respondents recommended that nursing staffs of the various health facilities be courteous and helpful, National Health Insurance Drugs should be in constant supply at the health care facilities and health care facilities be expanded to accommodate the increases in hospital attendance following the introduction of the health insurance scheme.
Relationship Marketing and Customer Loyalty In The Ghanaian Hospitality Industry
(University of Ghana, 2009-06) Agbemabiese, G.C.
Relationship marketing has become a buzz word in academia and industry due to its acclaimed benefits of attracting and retaining customers. The hospitality industry in Ghana is one sector where relationship marketing practices have not been well researched. This study was thus motivated to address this research gap. The main purpose of this study was to examine the relationship between relationship marketing and customer loyalty in the Ghanaian Hospitality (hotel) industry. Specifically, the study was meant to examine the extent of relationship marketing practice in Ghanaian hotels, the relationship between relationship marketing, customer satisfaction and customer loyalty as well as examining the practical challenges hotels in Ghana face in implementing relationship marketing as a strategy to win customer loyalty. Data was collected using a questionnaire derived from previous studies as well as the current literature reviewed. These questionnaires were administered and completed by three hundred (300) customers often rated hotels (ranging from 2-star to 5-star hotels) in Ghana. In-depth interviews were conducted with sales managers, marketing managers and sales executives of the sampled hotels. Data was analyzed using the Statistical Package for Social Science (SPSS) to assess the impact of six key constructs of relationship marketing; namely, competence, trust, commitment, communication, conflict handling and relational bonds (social and financial), on customer loyalty. The research findings revealed that all the six relationship marketing constructs (competence, trust, commitment, communication, conflict handling and relational bonds (social and financial) jointly have a significant and positive effect on customer loyalty in the hotel industry in Ghana. However, contrary to Ndubisi (2007) findings, this study found that, out of the six relationship marketing constructs, four (trust, competence, commitment, and relational bonds (social and financial) had significant impact on customer loyalty when the variables were tested individually. The study found that Communication and conflict handling were not significantly affecting customer loyalty in the Ghanaian hotel industry. The findings of the research also revealed that not all loyal customers are satisfied customers. The study also discovered that even though Ghanaian hotels are relying more on relationship marketing as a strategic tool, their efforts are mostly challenged by a number of factors such as high cost of building and maintaining relationships, low level of management support. lack of manpower and relevant skilled personnel, data capture and maintenance. cuts in government expenditure and lack of customer 1rust This research therefore reasonably concludes that hotel managers can win the loyalty of their customers when they increase their commitment to satisfying customer needs. become more trustworthy. communicate more effectively with customers, build stronger relational bonds with their customers and improve their competence levels.
Financing Cost and Private Investment in Ghana
(University of Ghana, 2010-06) Ofosu-Mensah Ababio, J.; Osei, K.; Kumankuma, S.; University of Ghana, College of Humanities, Business School, Department of Banking and Finance
This study has investigated empirically the effect o f Financing Cost on Private Investment in Ghana, over the period 1970 - 2008. To this end, the variables used were classified as Cost factors and Non Cost factors o f private investment, using the latter as control variables. The private investment function derived is a variant o f the flexible accelerator principle designed to account for the objective o f the study. It employed the Augmented D ickey-Fuller (ADF) test to address the problem o f unit root faced in time series analysis. The long run estimate o f the private investment function for Ghana was estimated using the Johansen co-integration technique. The Error Correction model was used to determine the short-run dynamics o f the variables used in the model. The study found that all the cost factors (interest rate, inflation rate, exchange rate and budget deficit) had negative and statistically significant impact on private investment in the long run. On the other hand, in the long run. the non cost factors (credit to the private sector, real GDP and public investment) impacted positively on private investment but external debt had adverse effect. The results also found that with the exception o f the stock market variable, all the variables used co-integrated with private investment. The study further revealed that not all the variables used were significant in the long run, since variables such as public investment and external debt had the expected signs but were not significant. This study provided direct evidence that high cost o f financing is associated with low private sector participation in investment activities in Ghana. Accordingly, the study recommended among others that long term policies should be directed towards cost control and macroeconomic stabilization in order to boost private investment in Ghana.
Customer Relationship Management (CRM); A Study of Ghana’s Banking Industry
(University of Ghana, 2010-06) Anabila, P. B.; Narteh, B.
The customer has become the centrepiece of business strategy due to the growing realization of the importance of the customer to businesses. The principal driving force behind this trend is competition. The present competitive landscape in Ghana’s, banking industry has accentuated the need for effective management of relationships as a customer retention strategy. The major focus of this study was to explore the relationship between CRM practice and customer loyalty and also examine the effect of mediating variables between CRM and customer loyalty in Ghana’s banking industry. Data was collected using questionnaires from 247 relationship staff of various universal banks in Ghana. The study found that the six CRM constructs (trust, commitment, communication, ‘social and financial bonds’, competence, conflict handling) cumulatively had significant positive effect on customer loyalty. Individually, Competence, commitment and communication were found to be significant drivers of customer loyalty. Similarly, the study also revealed that the mediating variables together are essential co-determinants of customer loyalty in that they together boost the potential of CRM to enhance customer loyalty. The study recommends that if banks desire to achieve high customer loyalty then CRM has to be considered as a strategy. Banks must recruit qualified relationship staff. Relevant and continuous staff training should also be given the highest premium since competence has been found to be the chief driver of customer loyalty. Finally, Top management must demonstrate genuine commitment and active involvement in relationship management issues through regular supervision, leadership, participation while providing vision and shaping values towards building a customer-centric culture in the entire organization.
Retaining the Graduate Teacher in the Ghana Education Service
(University of Ghana, 2010-12) Ngala, P.N.; Sakyi, E.K.; University of Ghana, College of Humanities, Business School, Department of Public Administration and Health Service Management
Teacher retention/attrition rates are difficult to estimate (Memku CIE, 2000, 50 P.). An empirical data shows that intake into the University College of Education-Winneba (UCEW) programme to upgrade certificate ‘A’ teachers has increased dramatically from about 300 per year in the early 1990s to 2,300 in 1999. These teachers study full-time and therefore create vacancies in the schools. Most of these teachers do not return to the teaching service after completing their courses and those who come back quit after a year or two to join other sectors therefore increase teacher attrition and decrease teacher retention rate. This research investigates working conditions and factors leading to decreasing retention rate of graduate teachers and how they might be better induced to stay in the Ghana Education Service. Three hundred (300) graduates were respondents; two hundred and fifty (250) being graduate teachers in active service and fifty (50) being graduate teachers who have left the GES. Sampling techniques used were purposive and non-purposive. Purposive because NAGRAT, GNAT and EDUCATION officers with valid information were targeted and non-purposive because stratified sampling method was chosen to cater for each stratum done by means of simple random sampling method (Twumasi, 2001). Data was collected through questionnaires, interviews and observations. The respondents indicated that high graduate teacher attrition/retention rate is dependent on the lack of equitable conditions of service and inadequate motivation. Recommendations which emerged from the research were that, there should be total rewards system put in place to improve general working conditions of service including salary increment of graduate teachers in order to be able to retain them.
Public Relations Practices: A Study of Selected Private Universities in Ghana
(University of Ghana, 2011-06) Agyapong, K.; Narteh, B.; Akwensivie, D.; Methodist University College Ghana
The aim of this research was to understand public relations practices within the context of private universities in Ghana. The objectives of the study were to investigate public relations practices in private universities, to identify public relations tools utilized by public relations in private universities, to identify if public relations in private universities have succeeded in building good corporate image and finally, to identify the challenges faced by public relations unit of private universities. Interview guide was the main tool used in gathering information for the study through personal interviews. The respondents were public relations managers of three private universities in Ghana. The study revealed that the public relations units in the universities were not adequately resourced in terms of logistics to enable them perform effectively. At another level, the study also revealed that the public relations units of the universities were not represented at the council which is the highest decision making body in the universities to enable them disseminate management decisions to the university’s publics. The findings again showed that the universities were not avenues for money making, do not employ unqualified lecturers and do not admit unqualified students. On the basis of these findings, the study recommends that public relations units of the universities should be adequately resourced in terms of staff and logistics to enable the unit contribute effectively in disseminating information in building the corporate image of the universities. In addition, the study recommends that public relations units of the universities should be represented on council meetings to disseminate timely and accurate information for decision making at the universities and also communicate effectively to external publics. Finally, the study recommends that public relations units of the universities should put in place a comprehensive strategy to debunk the idea that the universities are avenues for money making but rather a place where quality education is imparted to the students.
Continuing Professional Development and Job Satisfaction: A Study Of Public Basic Schools in Ga East Municipality
(University of Ghana, 2012-05) Oko-Adjei, G.A.
This study sought to examine the relationship between continuing professional development (CPD) and job satisfaction among public basic school teachers with reference to how CPD is planned, resourced and delivered by the Ghana Education Service. This study utilized a cross-sectional survey design in which 216 participants were selected through stratified and convenience sampling. A sample size of 182 responded to the questionnaire representing an 84% response rate. Both quantitative and qualitative data were collected and analyzed to test six hypotheses by means of Pearson Product Moment Correlation Coefficient test, two-way analysis of variance and Independent t test. Results of the analyses revealed a significant positive relationship among CPD intentions, reasons for pursuing CPD and job satisfaction. There were significant differences in job satisfaction in relation to teachers who had obtained CPD and CPD linked to performance appraisal. However, there were no significant differences in job satisfaction with reference to gender and CPD obtained; and teachers who receive CPD feedback. The main conclusions drawn from this study were that Personal Development Plans, performance appraisal, funding for CPD and feedback are often unavailable when it comes to teachers’ CPD impacting negatively on teachers’ job satisfaction. It is recommended that in planning CPD, G.E.S incorporates teachers’ personal development plans and performance appraisals which are essential to teachers’ satisfaction on the job. Furthermore, it is recommended that in resourcing CPD, teachers are supported financially and given the time needed for such activities. Additionally, timely constructive feedback and more opportunities for formal CPD should be given to teachers. A comparative study between public and private schools and an investigation into whether CPD for teachers should be compulsory or voluntary is suggested for future studies.
Service Quality In Distance Education: A Study Of The University Of Ghana
(University of Ghana, 2012-06) Kabutey, M.C.
Service quality as a concept has gained tremendous attention among researchers and practitioners in recent times. Within the past two decades a significant number of research works have been done on several issues relating to service quality in Higher Education (HE). Although, some empirical studies have been done in this area in the Ghanaian context it, however, appears that not many studies have been carried out on service quality in Distance Education (DE) in Ghana. In an attempt to contribute to the existing service quality literature, a study on the University of Ghana (UG) Distance Education (DE) programme was conducted. The UG was selected for this study because though it is the oldest university in Ghana, its DE programme is currently at the embryonic stage and to the effect that its first batch of students graduated in April, 2012. Gronroos' (1982; 1990) in his service quality model drew a link between customers' perceived service quality and students' satisfaction. Based on his works, the current study examined the relationship between customers (students ') perceived service quality and their satisfaction of the DE programme. A structured questionnaire was developed and self administered to 500 respondents (level 100 to 400) reading various courses in the UG distance education programme. The students' perceived service quality in UG's DE programme was analysed based on 475 questionnaires completed. The findings established a significant relationship between the indicators of service quality in DE and students ' satisfaction. A number of discussions and recommendations have been put forward based on the findings for effective distance education management practices and for future research purposes.
Assessing the Explanatory Power of Book to Market Value of Equity Ratio (BTM) on Stock Returns on Ghana Stock Exchange (GSE)
(University of Ghana, 2012-06) Brobbey, F.O.; Aboagye, A.Q.Q.; Osei, K.
The objective of this research was to assess the explanatory power of Book-To-Market value of equity ratio (BTM) and firm size on portfolio returns in Ghana. This study also sought to compare the strength of BTM to size in explaining returns. The last objective was to measure the efficiency of Fama and French (1992) Three-Factor Model on the Ghana Stock Exchange (GSE) over the period January 1997 to December 2009 and to compare the Three-Factor Model to the Capital Asset Pricing Model (CAPM). The sample includes only non-financial firms that traded on the Ghana Stock Exchange over the test period. The sample size increased from eleven (11) non-financial firms in 1997 to twenty-one (21) non- financial firms in 2009. Each year, six Size-BTM sorted portfolios are formed namely; Big-High (BH) portfolio which consist of stocks with big size and high BTM ratio, Big-Medium (BM) portfolio which contains stocks with big size but medium BTM ratio , Big-Low(BL) portfolio which consist of stocks with big size and Low BTM ratio, Small-High (SH) portfolio which contains stocks with small size and high BTM ratio, Small- Medium (SM) portfolio contains small size and medium BTM ration whilst Small-Low (SL) portfolio contains stocks with small size but low BTM ratio. This research found out that, CAPM alone could not predict portfolio returns and that by adding the two other factors, namely the size effect and the book-to-market ratio effect, to the CAPM to derive the Fama and French (1992) Three- Factor Model improves the efficiency of the explanation. It was therefore concluded that The Fama and French Three - Factor Model consisting of Beta, BTM and firm size could explain risk in portfolio return better than the beta alone as contended by the traditional CAPM. This study also identified that BTM effect was stronger on the Ghanaian market than the size effect as identified by Fama and French (1992) on the US market.
Macroeconomic Volatility and Foreign Direct Investment in Africa
(University of Ghana, 2012-06) Asamoah, M.E.; Kyereboah-Coleman, A.; Adjasi, C.; University of Ghana, College of Humanities, Business School, Department of Banking and Finance
This study has primarily sought to examine the effect of macroeconomic volatility on foreign direct investment in Africa. The investigation covers the period between 1980 and 2010 for twenty-nine countries. The main variables of concern were Exchange rate volatility and inflation volatility, GDP Growth volatility and Real interest rate volatility. The ARCH and GARCH Models introduced Engle (1982) and Bollerslev (1986) were used to model the volatility of the variables. The volatile variables generated were then used in the FDI determinant function. In the panel analysis the study employed the Arellano and Bond (1990) dynamic panel data estimation method to estimate and analyze the relationship between foreign direct investment and the volatility of the macroeconomic variables. From our empirical results, the conclusion drawn was that Exchange rate volatility, Inflation volatility and Interest rate volatilities exerted significant negative effect on foreign direct investment during the period. Real interest rate, open economy, human capital and inflation were positive and significant in attracting foreign direct investment. As recommendations for policy implementation, the study suggests that policy makers in Africa should target macroeconomic stability. To control for inflation issues involving money supply, government spending, reserve and prime rates should be of prime concern. Controlling for inflation will lead to a rise in the expected return on investment which is the interest rate. With regards to exchange rate, efforts should be aimed at strengthening local industry to boost production of certain commodities. The increase in local production will lead to an increase in exports and a decrease in imports which will lead to strengthening of the local currency. Again, the idea of local firms paying and receiving resident citizens in foreign currencies should be discouraged.
Implementation Challenges of the Millenium Development Goal to Improve Maternal Health by Health Care Providers in the Tamale Metropolis of Ghana
(University of Ghana, 2012-06) Banchani, E.; Sakyi, E.K.
This study examined the implementation challenges of the Millennium Development Goal to improve maternal health in the Tamale Metropolis. The study used a qualitative descriptive study. Purposive sampling was used in the selection of participants for the study. The methods for data collection included in-depth interviews, focus group discussions and a review of documents. The study participants included midwives and health managers at the facility level. The study revealed that the implementation challenges in improving maternal health care in the Tamale Metropolis are inadequate in-service training, limited knowledge of health policies by midwives, increase workload, risks of infection, low motivation, inadequate labour wards, problem with transportation, and difficulties in following the procurement act, among others. Implementation of maternal health interventions should take into consideration the environment or the context under which the interventions are implemented by health care providers to ensure they are successful to improve maternal health in the Tamale Metropolis. The study recommends the involvement of midwives in the health policy development process to secure their support and commitment towards successful implementation of maternal health interventions.

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