User Satisfaction Survey 2012
Ghana, 2012
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Apr 25, 2019
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Apr 25, 2019
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Identification
Survey ID Number
GHA_2012_USS_v01_M
Title
User Satisfaction Survey 2012
Country
| Name | Country code |
|---|---|
| Ghana | GHA |
Study type
Service Provision Assessments [hh/spa]
Series Information
Ghana User Satisfaction Survey is the first of its kind by GSS.
Abstract
Amongst the many objectives of the survey were the following:
· Measure the extent to which the supply and quality of official statistics satisfy the needs of users.
· Examine the strengths and weaknesses of official statistics and identify the areas that need improvement.
· Determine how relevant statistical products from the NSS are for informed decision-making by government and business communities, by the education sector; and for informed discussions and debates by the media.
· Help GSS formulate actions for the NSS and increase quality of statistical products; help improve packaging of statistical products to be user friendly, and enhance use of statistical information in the country.
· Make known the perception of users of statistics on the supply and quality of statistics in terms of reliability, credibility, timeliness and packaging.
· Monitor the use of statistics and for examining the perceptions of users of statistics.
· Identify misconceptions and help to determine the corrective actions that need to be taken to improve the NSS.
· Measure the extent to which the supply and quality of official statistics satisfy the needs of users.
· Examine the strengths and weaknesses of official statistics and identify the areas that need improvement.
· Determine how relevant statistical products from the NSS are for informed decision-making by government and business communities, by the education sector; and for informed discussions and debates by the media.
· Help GSS formulate actions for the NSS and increase quality of statistical products; help improve packaging of statistical products to be user friendly, and enhance use of statistical information in the country.
· Make known the perception of users of statistics on the supply and quality of statistics in terms of reliability, credibility, timeliness and packaging.
· Monitor the use of statistics and for examining the perceptions of users of statistics.
· Identify misconceptions and help to determine the corrective actions that need to be taken to improve the NSS.
Kind of Data
Sample survey data [ssd]
Unit of Analysis
Institution, individual
Version
Version Description
v01: Edited, second version, for internal use only.
Version Date
2012-04
Scope
Notes
The GUSS covered users of statistics and/or statistical products in the Government sector i.e. Metropolitan, Municipal and District Assemblies (MMDAs)/ Ministries, Departments and Agencies (MDAs), Business community, Education sector, Media, International agencies, Civil society organizations and individual researchers. Each group was sufficiently represented to be able to disaggregate by group and thereby assess the differences in responses. It is to be noted that the sample size for each group was dependent on the size and the importance the sector attached to statistical products the National Statistical System produce.
Topics
| Topic | Vocabulary |
|---|---|
| Infrastructure | World Bank |
| Public Sector | World Bank |
Keywords
| Keyword |
|---|
| Statistics |
Coverage
Geographic Coverage
National coverage
Geographic Unit
Institutions (MDAs, MMDAs, Media Houses , Educational/Research Organisations etc) Individuals (Individual researchers)
Universe
Several types of institutions or organizations constituted the broad sector, as explained below:
· Metropolitan, Municipal and District Assemblies (MMDAs)/Ministries, Department and Agencies (MDAs): includes government ministries; the legislative assembly of the country (parliamentarians) and associated entities, such as public agencies; the central bank (Bank of Ghana) and other government bodies; and district assemblies.
· Business community: includes business organizations such as the chamber of commerce, industries and other business entities, association of employers, labour unions, banks and other financial corporations.
· Education sector: includes universities and other tertiary institutions, educational institutions at the intermediate levels, such as teacher training colleges, nursing training schools etc.
· Media: includes the main media houses in the country such as newspaper, radio and television stations and other media publishing houses writing on economic, societal and political affairs.
· International agencies: includes development partners and other international bodies operating within Ghana and dealing with economic and social development issues, providing technical assistance, and donating or administering funds for development.
· Civil society: includes key non-governmental organizations, professional associations, religious institutions and political parties.
· Individual researchers: These are individuals who collect data from the Ghana Statistical Service for research and other activities.
· Metropolitan, Municipal and District Assemblies (MMDAs)/Ministries, Department and Agencies (MDAs): includes government ministries; the legislative assembly of the country (parliamentarians) and associated entities, such as public agencies; the central bank (Bank of Ghana) and other government bodies; and district assemblies.
· Business community: includes business organizations such as the chamber of commerce, industries and other business entities, association of employers, labour unions, banks and other financial corporations.
· Education sector: includes universities and other tertiary institutions, educational institutions at the intermediate levels, such as teacher training colleges, nursing training schools etc.
· Media: includes the main media houses in the country such as newspaper, radio and television stations and other media publishing houses writing on economic, societal and political affairs.
· International agencies: includes development partners and other international bodies operating within Ghana and dealing with economic and social development issues, providing technical assistance, and donating or administering funds for development.
· Civil society: includes key non-governmental organizations, professional associations, religious institutions and political parties.
· Individual researchers: These are individuals who collect data from the Ghana Statistical Service for research and other activities.
Producers and sponsors
Primary investigators
| Name | Affiliation |
|---|---|
| Ghana Statistical Service | Government of Ghana |
Funding Agency/Sponsor
| Name | Abbreviation | Role |
|---|---|---|
| Government of Ghana | GovGHA | Logistical and financial assistance |
| World Bank | WB | Financial and technical assistance |
Sampling
Sampling Procedure
The sampling frame of the GUSS was prepared by compiling the names of organizations and individuals who had ever used official statistics or statistical product from all the producers of official statistics from January 2007 to December 2011 across the 10 regions of Ghana. This resulted in master sampling frame of 934 local users of statistics. This included:
1. Ministries, Department and Agencies (MDAs) and Metropolitan, Municipal and District Assemblies (MMDAs)
2. Financial Institutions
3. International Organizations
4. Media Houses
5. Educational/Research Organizations
6. Other Private Enterprises
7. Civil Society and
8. Individual researchers.
By assuming a Z-value of 1.96, an absolute precision of 10 percent and an expected rate of satisfaction of 50 percent, each sector required at least 87 institutions/individuals. This represents about 10 percent of the sample size required nationally to be able to have enough data for detailed analysis for each sector. In determining the total sample size of the survey, it was ensured that each sector had enough representation of statistical users to allow detail analysis per sector.
A one-stage stratified sample design with proportional allocation to size was adopted in selecting the number of users for each sector. The selection procedure of each sector involved the following steps:
· arranging Institutions/individuals in each sector in alphabetical order, and
· systematically selecting Users in each sector using the systematic sampling method.
1. Ministries, Department and Agencies (MDAs) and Metropolitan, Municipal and District Assemblies (MMDAs)
2. Financial Institutions
3. International Organizations
4. Media Houses
5. Educational/Research Organizations
6. Other Private Enterprises
7. Civil Society and
8. Individual researchers.
By assuming a Z-value of 1.96, an absolute precision of 10 percent and an expected rate of satisfaction of 50 percent, each sector required at least 87 institutions/individuals. This represents about 10 percent of the sample size required nationally to be able to have enough data for detailed analysis for each sector. In determining the total sample size of the survey, it was ensured that each sector had enough representation of statistical users to allow detail analysis per sector.
A one-stage stratified sample design with proportional allocation to size was adopted in selecting the number of users for each sector. The selection procedure of each sector involved the following steps:
· arranging Institutions/individuals in each sector in alphabetical order, and
· systematically selecting Users in each sector using the systematic sampling method.
Deviations from the Sample Design
No deviation from the original sample design was made.
Response Rate
A total of 610 institutions/individuals were selected in the sample, of which 566 completed the interview yielding a response rate of 92.8 percent. The difference between selected and completed interview occurred mainly because some of the selected institutions refused and some could not be traced. In some cases the officer to answer the questions had travelled out of the country and some also stopped the interview midway. Business community recorded the least response rate (71.2%) whiles MDAs and the Media recorded 96.6 percent and 95.9 percent respectively.
Data Collection
Dates of Data Collection
| Start | End |
|---|---|
| 2012-04-16 | 2012-04-27 |
Data Collection Mode
Face-to-face [f2f]
Supervision
Each team has a Supervisor with an added responsibility to
· Review each questionnaire to be sure it was complete and internally consistent;
· Assist interviewers to solve any problem of locating the listed institution/individual;
· Assist interviewers to understand the concepts in the questionnaire, or with difficult respondents.
In addition, there were two higher levels monitors in this survey. The first were six field coordinators who gave directives and visited teams on the field to observe interviews, did spot-checks; sat in interviews and edited sampled completed questionnaires. The second were three Management staff that coordinated, and also checked on the field monitors to ensure that they were executing their assigned duties well.
· Review each questionnaire to be sure it was complete and internally consistent;
· Assist interviewers to solve any problem of locating the listed institution/individual;
· Assist interviewers to understand the concepts in the questionnaire, or with difficult respondents.
In addition, there were two higher levels monitors in this survey. The first were six field coordinators who gave directives and visited teams on the field to observe interviews, did spot-checks; sat in interviews and edited sampled completed questionnaires. The second were three Management staff that coordinated, and also checked on the field monitors to ensure that they were executing their assigned duties well.
Data Collection Notes
A residential training programme was organized for 48 personnel from 11th-14th April, 2012. The officers were trained on the GUSS instruments within three days by six facilitators. Training was carried out using training manual and power point presentations. An assessment was carried out to determine participants understanding of the course content and their ability to do quality work. In addition, there were a number of practice interviews and field practice, to ensure that participants had understood the questionnaire. Thirty-six (36) interviewers and 11 supervisors were finally selected for the fieldwork, with each team comprising of a supervisor and a number of interviewers depending on the number of institutions/individuals in the region. In all Eleven (11) teams were constituted for data collection exercise.
Data Collectors
| Name | Abbreviation | Affiliation |
|---|---|---|
| Ghana Statistical Service | GSS | Government of Ghana |
Questionnaires
Questionnaires
A GUSS questionnaire was developed based on a standard template used by other statistics authorities elsewhere. The standard templates were customized to ensure that it was appropriate for Ghana. All the questionnaires were in English and whenever necessary, the interview was conducted in a language of the respondent's choice. The questionnaire was in four sections:
- Section A asked about the respondents' use of official statistics - which statistics they use regularly, the main sources from which they obtain those statistics, what they normally use them for, how long and how often they have been using official statistics.
- Section B looked at the respondents' views on the quality of official statistics in terms of relevance and accuracy, reliability, timeliness of release, frequency of release and accessibility; their overall assessment of the quality of, and level of satisfaction with, official statistics in the country.
- Section C asked the respondents about the quality of service delivery by the GSS including the frequency with which they seek their products and services, methods that they use when seeking those products and services, their views on the official websites.
- Section D gathered information on the respondents, including the organizations for which they worked age, sex, education and contact information.
- Section A asked about the respondents' use of official statistics - which statistics they use regularly, the main sources from which they obtain those statistics, what they normally use them for, how long and how often they have been using official statistics.
- Section B looked at the respondents' views on the quality of official statistics in terms of relevance and accuracy, reliability, timeliness of release, frequency of release and accessibility; their overall assessment of the quality of, and level of satisfaction with, official statistics in the country.
- Section C asked the respondents about the quality of service delivery by the GSS including the frequency with which they seek their products and services, methods that they use when seeking those products and services, their views on the official websites.
- Section D gathered information on the respondents, including the organizations for which they worked age, sex, education and contact information.
Data Processing
Data Editing
Two office editors checked and prepared the questionnaires for data entry as they arrive from the field.
Other Processing
There was a data processing supervisor, assistant supervisor and five Data Entry Operators (DEOs). Data Capture was done by manual data entry. This was carried out a week after the fieldwork. CSpro version 4.0 software was used for the data capture and SPSS was the tool for analysis.
Access policy
Access authority
| Name | Affiliation | URL | |
|---|---|---|---|
| Govenment Statistician | Government of Ghana | info@statsghana.gov.gh | http://www.statsghana.gov.gh |
Contacts
| Name | Affiliation | URL | |
|---|---|---|---|
| Government Statistician | Ghana Statistical Service | info@statsghana.gov.gh | http://www.statsghana.gov.gh |
| World Bank Microdata Library | microdata@worldbank.org |
Confidentiality
Ghana Statistical Service (GSS) requires all users to keep information and microdata strictly confidential. In this regard, before being granted access to microdatasets, all users have to formally agree to observe the following:
1. Not to make copies of any files or portions of files to which access has been granted except with the authorization by GSS
2. Not to willfully identify any individual or household or establishment in the microdataset
3. To hold in strictest confidence, the identity of any individual or household or establishment that may be inadvertently revealed in any documents or discussion, or analysis. Such unintended identification revealed should be immediately brought to the attention of GSS.
4. Microdata obtained from GSS are protected by copyright law and therefore not for re-distribution or sale
5. Prospective clients or data users may be required to submit and sign an affidavit of confidentiality of microdata they access
Access conditions
The Ghana Statistical Service as a public institution has the obligation to promote data dissemination to facilitate national development. Making mcrodata available will enable students and the academia to conduct research works, assist investors to take business decision, help the individual to evaluate and take appropriate decisions. It will also assist the government to formulate appropriate policies and programmes to facilitate national development. GSS' policy framework provides access to data through:
1. Public use files. These categories of data sets are accessible by all without any payment. They are available on-line to all interested users, for research and statistical purposes only.
2. Licensed datasets. These categories of data sets are accessible under certain conditions. Thus, prospective clients/data users may access any data based on certain conditions set by the GSS
3. Datasets only accessible on location. We consider this category as a data enclave where some data sets are only accessible at GSS offices and prospective data users and researches have to physically be available at GSS offices for further discussions before data are released. Thus, data enclave would not be linked to the outside world through our web site or other medium.
The following terms and conditions apply:
Before being granted access to the dataset, all users have to formally agree:
1. To make no copies of any files or portions of files for which access has been granted, except those authorized by GSS.
2. Not to use any technique in an attempt to identify any person, establishment, or sampling unit.
3. To hold in strictest confidence, the identification of any establishment or individual that may be inadvertently revealed in any documents or discussion, or analysis. Such inadvertent identification revealed in her/his analysis will be immediately brought to the attention of the GSS.
4. The data and other materials will not be redistributed or sold to other individuals, institutions, or organizations without the written agreement of GSS.
5. The data will be used for statistical and scientific research purposes only.
6. The data will be used solely for reporting of aggregated information, and not for investigation of specific individuals or organizations.
7. No attempt will be made to identify respondents, and no use will be made of the identity of any person or establishment discovered inadvertently. Any such discovery would immediately be reported to the GSS.
8. No attempt will be made to produce links among datasets provided by the GSS with other datasets that could identify individuals or organizations.
9. Any books, articles, conference papers, theses, dissertations, reports, or other publications that employ data obtained from the GSS would cite the source of data in accordance with the citation statement provided with the dataset
10. An electronic copy of all reports and publications based on the requested data will be sent to the GSS.
1. Public use files. These categories of data sets are accessible by all without any payment. They are available on-line to all interested users, for research and statistical purposes only.
2. Licensed datasets. These categories of data sets are accessible under certain conditions. Thus, prospective clients/data users may access any data based on certain conditions set by the GSS
3. Datasets only accessible on location. We consider this category as a data enclave where some data sets are only accessible at GSS offices and prospective data users and researches have to physically be available at GSS offices for further discussions before data are released. Thus, data enclave would not be linked to the outside world through our web site or other medium.
The following terms and conditions apply:
Before being granted access to the dataset, all users have to formally agree:
1. To make no copies of any files or portions of files for which access has been granted, except those authorized by GSS.
2. Not to use any technique in an attempt to identify any person, establishment, or sampling unit.
3. To hold in strictest confidence, the identification of any establishment or individual that may be inadvertently revealed in any documents or discussion, or analysis. Such inadvertent identification revealed in her/his analysis will be immediately brought to the attention of the GSS.
4. The data and other materials will not be redistributed or sold to other individuals, institutions, or organizations without the written agreement of GSS.
5. The data will be used for statistical and scientific research purposes only.
6. The data will be used solely for reporting of aggregated information, and not for investigation of specific individuals or organizations.
7. No attempt will be made to identify respondents, and no use will be made of the identity of any person or establishment discovered inadvertently. Any such discovery would immediately be reported to the GSS.
8. No attempt will be made to produce links among datasets provided by the GSS with other datasets that could identify individuals or organizations.
9. Any books, articles, conference papers, theses, dissertations, reports, or other publications that employ data obtained from the GSS would cite the source of data in accordance with the citation statement provided with the dataset
10. An electronic copy of all reports and publications based on the requested data will be sent to the GSS.
Citation requirements
"Ghana Statistical Service, Ghana User Satisfaction Survey 2012 (GUSS 2012), v01, provided by the National Data Archive. http://www.statsghana.gov.gh/nada/index.php/catalog/29"
Disclaimer and copyrights
Disclaimer
The original collector of the data, GSS and any producers or sponsors cited in this document bear no responsibility for use of the data or for interpretations or inferences based upon such uses.
Metadata production
DDI Document ID
DDI_GHA_2012_USS_v01_M
Producers
| Name | Abbreviation | Affiliation | Role |
|---|---|---|---|
| Ghana Statiscal Service | GSS | Lead documetning institution | |
| Accelerated Data Program | ADP | International Household Survey Network | Review of the metadata |
Date of Metadata Production
2012-07-12
DDI Document version
Version 02 (October 2013). Edited version based on Version 01 DDI that was done by Ghana Statistical Service and reviewed by Accelerated Data Program, International Household Survey Network.