Measuring Customer Satisfaction of Ethiopian Electric Utility
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Date
2015-10
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Addis Ababa University
Abstract
This study aims at measuring customer satisfaction of the Ethiopian Electric Utility company
Services at North Addis Ababa region in both technical and customer services. The study reveals
that there is a moderate customer satisfaction in two technical services; electricity tariffs, billing
methods, and poor customer satisfaction in failure fixing and new connection. The major
problems in the technical services provided by Ethiopian electric utility are; handling disputed
bills and the long time needed for fixing electricity failure and power supply connection. On the
other hand, the study shows that there is a moderate satisfaction in payment method, the length
of waiting time in the company offices, and accessibility of customer offices of EEU. Respondents
have a poor satisfaction with the remaining five services ; replies of employees to customer
telephone calls, about information and guidance provided to customers, in complaint handling,
in continuity of power supply and good quality of power. The customers’ also very poor
satisfaction to prior intimidation of power cut. Finally, respondents think that the overall
performance of Ethiopian Electric Utility Company in general is poor. The residential customers
are the most satisfied group followed by the commercial then the industrial. Therefore, the EEU
should come up with an appropriate service delivery standards; proper complaint handling
mechanisms; improve the technical department service delivery to new connection, failure fixing
and improve billing service ; relevant training for its front line and technical employees;
developing various payment mechanism; informing customer about planned interruption; reduce
power interruption and fluctuation to the standard; upgrade and maintain its old transmission,
substation and distribution network systems; improve its generation capacity and adequate
resource management in order to meet customer satisfaction.
Keywords: Customer Satisfaction, Services, Electricity, Measuring, TQM, Ethiopia
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Keywords
Customer Satisfaction, Services, Electricity,, Measuring, TQM, Ethiopia