Service Delivery and Customer Satisfaction: (The Case of Ethiopian Electric Power Corporation Eastern Addis Ababa Region Customer Service Centers)
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Date
2010-06
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Addis Ababa University
Abstract
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
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Keywords
Customer satisfaction