Customer satisfaction in records management at Botswana Examinations Council

Abstract

This paper is extracted from a master’s dissertation titled, “An evaluation of customer satisfaction at Botswana Examinations Council Records Management Unit.” The purpose of this study was to investigate customer satisfaction at Botswana Examinations Council Records Management Unit (BEC RMU) using the SERVQUAL conceptual model. The study convergent mixed methods research approach with survey, interview, participant observation and document review as data collection tools. The findings of this study revealed that: the BEC RMU has adequate facilities, equipment and human resources that enable it to serve customers; there is no disaster management plan in the RMU; the RMU rarely conducts user needs assessment surveys and its officers use face-to-face communication, telephone, and emails to communicate with customers. The study recommends training for RMU officers in good customer service, management support, introduction of ERMS, workshops to sensitise RMU officers on customer service standards or any other related document, development of a disaster management plan, customer service programme and user needs assessment. The study further recommends orientation and induction of action officers.