Browsing by Author "Kiduko, Charles Martin"

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    Assessment of Customer satisfaction on Electricity billing system: the case of Prepayment Service in Dar es Salaam
    (University of Dar es Salaam, 2011) Kiduko, Charles Martin
    Customer satisfaction has been and continues to be an intergral part of many firms’ performance and sustainability strategy. In many settings, customers are increasingly becoming sensitive to the way in which a service is provided, notably on its quality while a large body literature has examined various aspects of customer satisfaction, for the case of electricity prepayment billing system little is known about the extent of satisfaction with the service. This study investigates the extent of customer satisfaction on electricity billing system with attention to prepayment (LUKU) customers in Dar es Salaam. The data for this study was collected using a structured questionnaire consisting mainly, of four-option Likeret-type scale items. The collected information was analyzed using SPSS version 12.0. The Chi-square and the Karl-Pearson correlation coefficient were used to establish independence and associations of variables respectively. One hundred customers were studied and the results that customers were generally satisfied with many aspects of service time including travel time (61%) to the nearest vending stations and waiting time (61%) to be served, which ranges between 15-20 minutes. In contrast, responds indicated to be dissatisfied with the time that is frequently spent to respond to customers’ problem (39%) and the way emergency cases are being dealt with 42%). The results indicate further that respondents were either dissatisfied or very dissatisfied with the current per unit price of electricity and the frequency of increase of the price. On the basis of the results it is concluded that customer satisfaction on electricity billing has not achieved the optimal level of satisfaction in a growing competitive business environment thus need to be improved.