Service Delivery and Customer Satisfaction: (The Case of Ethiopian Electric Power Corporation Eastern Addis Ababa Region Customer Service Centers)

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Addis Ababa University


In the past few decades, there has been a growing emphasis on the need for public organizations to see the public (citizens) as customers. The trend in public sector management is changing that customers increasingly used to describe the users of service delivered by government bodies although traditionally associated with the private sector. These customers have rights and responsibilities towards quality service delivery. In this regard, the Ethiopian government has recognized the need for appropriate service delivery policy to encourage public service organizations improve their services to attain user satisfaction. However, the performance of Ethiopian Electric Power Corporation in providing quality service is not in a position to meet the expectation of service users. The complaints on the quality of service and response from the users for lack of the services were indicative of poor service delivery performance in the Corporation. Therefore, the major purpose of the study is assessing service delivery and customer satisfaction of EEPCO in EAAR. It also tries to identify the major areas of problem in relation to service delivery. The analysis was conducted using a descriptive survey method by clustering the respondents into customers, employees and officials; where the main focus was taken to the customers, hence their service perception reflects the actual service provision of the Corporation. The sample is selected using convenient sampling technique. To do this, the customers are first stratified according to meter type and further stratified into domestic, commercial and industry customers based on tariff category. Then questionnaires were distributed to 186 customers by using simple random sampling technique. Both primary and secondary data was used in the study. Moreover, structured questionnaires and interviews are tools used to gather relevant information and statistical tools like percentage, tables and charts are used to analyze the data. The research comes up with the following findings: there was poor service quality and poor performance in service process like new connection, complaint handling and recovery of service failure procedure. So the Corporation failed to meet such requirements in order to provide a reliable service to its customers. Therefore, the Corporation should come up with an appropriate service delivery standards, proper complaint handling mechanisms, relevant training for its front line employees, developing various payment mechanisms and adequate resource management in order to give quality service to its customers



Customer satisfaction