This Study has mainly dealt with changes in Customer Satisfaction level due to various Energy utility (TANESCO) customer services changes. Although there several customer service changes that have been taking place from day to day the Study has only concentrated on two major changes. The Change from Conventional Prepaid Metering system and the decentrazation Billing System. Since the survival and growth of any business entity depends on the market shares and how the same is being measured. The Study has also investigated improvements to Changes in Revenue Collection due to the two exercises mentioned above. To accomplish these two tasks. The areas of Study chosen were Dar es Salaam and Morogoro data collected from Dar es Salaam mainly concerned the change from conventional to Prepaid Metering System. While those collected from morogoro concerned the decentralization of billing system both in relation to change in customer satisfaction levels and change in revenue collection. The Data analysis was done after the necessary statistical summaries were prepared these summaries have been attached as appendices. In customer satisfaction levels change analysis. The disconfirmation of expectations model was used. Four hypotheses concerned with change in customer satisfaction levels while the other two were concerned with change in revenue collections). Due to change from conventional to prepaid metering system and decentralization of billing system. Results show that all four hypotheses were accepted and that it was concluded that there had been an increase in customer satisfaction levels and improvements in revenue collection due to the utility’s change in the above mentioned customer services

This Study has mainly dealt with changes in Customer Satisfaction level due to various Energy utility (TANESCO) customer services changes. Although there several customer service changes that have been taking place from day to day the Study has only concentrated on two major changes. The Change from Conventional Prepaid Metering system and the decentrazation Billing System. Since the survival and growth of any business entity depends on the market shares and how the same is being measured. The Study has also investigated improvements to Changes in Revenue Collection due to the two exercises mentioned above. To accomplish these two tasks. The areas of Study chosen were Dar es Salaam and Morogoro data collected from Dar es Salaam mainly concerned the change from conventional to Prepaid Metering System. While those collected from morogoro concerned the decentralization of billing system both in relation to change in customer satisfaction levels and change in revenue collection. The Data analysis was done after the necessary statistical summaries were prepared these summaries have been attached as appendices. In customer satisfaction levels change analysis. The disconfirmation of expectations model was used. Four hypotheses concerned with change in customer satisfaction levels while the other two were concerned with change in revenue collections). Due to change from conventional to prepaid metering system and decentralization of billing system. Results show that all four hypotheses were accepted and that it was concluded that there had been an increase in customer satisfaction levels and improvements in revenue collection due to the utility’s change in the above mentioned customer services.