Abstract:
This study investigated the impact of service quality on customer satisfaction in the mining
industry of Ghana, with a particular focus on the role of maintainability. Drawing on the
Expectancy Disconfirmation Theory and Equity Theory, a quantitative approach with a
descriptive research design was employed. The study aimed to explore factors of service
quality, assess customer satisfaction across multiple dimensions, and examine the mediating
effect of maintainability on the relationship between service quality and customer
satisfaction. A sample of 279 participants was drawn from a population estimated to be 920.
Data were analysed using correlation and regression analyses. The findings revealed strong
positive correlations between customer satisfaction and various factors of service quality,
including reliability, responsiveness, assurance, empathy, and tangibles. Empathy emerged
as the most influential factor, indicating its significant impact on customer satisfaction.
Regression analysis demonstrated that work experience significantly and positively
impacted customer satisfaction, while demographic factors such as gender, age, level of
education, and rank showed no significant effects. Moreover, maintainability was found to
play a crucial role as a mediator between service quality factors and customer satisfaction,
facilitating the transmission of service quality impacts. These results underscored the
importance of service quality and maintainability in enhancing customer satisfaction in the
mining industry of Ghana.
