Assessment of Service Quality Improvement Alternative Decision
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Date
2018-06-15
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Addis Ababa University
Abstract
Service quality is the ability of the organization to meet or exceed customer expectations. It is the
difference between customer expectations of service and perceived service. If the service provider
meets or exceeds customer expectation then customer satisfaction occurs. To insure the customer
satisfaction, customer service plays vital role. Customer service is the interaction between the
customer and service provider. Quality customer service entails providing efficient, quick and friendly
service, handling complaints quickly and responding to customers' issues on time. EEU failed to meet
its customer expectation, especially in its technical service (operation & maintenance) mainly
unplanned service outage, new power connection and customer service. Leaving aside power shortage,
technological and financial constraints dissatisfaction occurred due to lack of accountability &
responsibility, poor monitoring & controlling mechanism, high bureaucracy, no transparency, and
lack of motivation from its employees.
EEU has outsourced (contracted out) it bill collection to private sector (Kifeya Lehulu) since two years
back. Bill collection service have got a moderate satisfaction level from previous poor satisfaction
level. This study shows EEU’s technical service (operation and maintenance) quality of service
delivery can be enhanced by outsourcing this scope to the private sector. MCDM AHP & TOPSIS
tools used to analyses sector expert’s judgements or opinion (primary and secondary data) & case
observation were used to ensure the current service quality. From sector performance indicators (KPI),
kept four criteria which are customer service, unplanned outages, safety & employees commitments.
Weights of this criteria’s using AHP tools for better service delivery at EEU found unplanned service
outages (34.63%), customer service (27.48%), employees commitments (20.64%) & safety (17.24)
Result of preference from in-house and outsourcing service delivery by AHP & TOPSIS analysis gives
70% & 86.67% respectively, which indicates that EEU’s technical service (operational &
maintenance), service quality level can be enhanced compared from current EEU’s current in-house
operation. Finally recommendation is forwarded to deliver standard electricity utility service by
contracting out the operation & maintenance in order to place EEU in competitive environment and
effectiveness.
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Keywords
Service quality, customer service & satisfaction, outsourcing, AHP, TOPSIS