The Effect of Service Recovery on Customer Satisfaction: The Case of Ethiopian Electric Utility South Addis Ababa District
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Date
2023-03
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Addis Ababa University
Abstract
The purpose of this study was to investigate the effect of service recovery on customer satisfaction in Ethiopian Electric Utility, with a case study in the South Addis Ababa District. The study used quantitative and qualitative research methods, as well as descriptive and explanatory survey design, to accurately address the research questions. 384 sample respondents were chosen using both probability sampling (proportionate stratified) and non-probability sampling (convenient) to achieve the study's objective. As a result, data from sample respondents was collected via a self-administered questionnaire. 324 respondents were able to provide usable data out of a total of 384. After that, the data was analyzed using descriptive and inferential statistics in SPSS version 20. According to the findings, EEU service failures include frequent power interruption, low response to fixing electricity failure, voltage fluctuation, taking long time for new connection, incorrect bills. In addition, the most important dimension is interactional justice, followed by distributive and procedural justices. The results of the correlation study revealed that the three perceived justice dimensions (independent variables) of distributive, procedural, and interactional justices have a significant positive effect on overall customer satisfaction (dependent variable). In the case of the EEU South Addis Ababa District, the results show that distributive justice is the most important contributor, followed by interactional justice and procedural justice. The study also recommends that EEU standardize and improve the quality of its facilities, make its policies and procedures customer responsive, provide continuous training to its employees, and provide fair treatment and adequate compensation to minimize the stated service failures in this study
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Service Failure