Assessment Of Customers' Satisfaction On Ethiopian Electric Power Corporation (the case of industrial customers in Addis Ababa)
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Date
2010-06
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Addis Ababa University
Abstract
The objective of this study is to assess customers' satisfaction on Ethiopian Electric Power
Corporation industrial customers in Addis Ababa. Considering that it will contribute a lot
for the policy makers and for Ethiopian Electric Power Corporation Higher officials to
oversee the treats of customer satisfaction. To conduct this study, one structured
questionnaire was used for assessing the overall level of satisfaction of Industrial
customers, factors determining overall level of Industrial customers ' satisfaction and level
of employees' commitment. The result shows, that industrial customers were satisfied in
many aspects of the service provided by the corporation. Such as: proper estimation and
timely inspection, Fairness of new connection cost comparing it with its service,
consultation service and electrical assistance when purchasing and installing their
machines and generators, selection of quality of pole, cable, meter reading activity, quality
of monthly bill, workers responsiveness for complain and questions and consumption tariff
Moreover, the findings indicate that the customers ' are dissatisfied by emergency
maintenance service, safety of workers and appearance of the indusoy; because how is the
pole positioned? Line extended and meter fixed? Additionally the other factors of customer
dissatisfaction arc the maintenance and warranty service for damaged properties,
unexpected power interruption and offensive tariff of reactive meter. For this reason it's
recommended that EEPCo should improve its service to satisfY its customers
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Keywords
Domestic power user customers