Assessment of customer satisfaction on reliability and efficiency provision of power by TANESCO The case of TANESCO Dar es salaam, Region

This study indicated to make an assessment of customer’s satisfaction on reliability and efficiency provision of power by TANESCO in Dar es salaam region. The study is being conducted at the time when customer’s complaints are being revealed against the quality of power supply and service rendered by the local utility firm. TANESCO specifically the study intended to evaluate the time taken from application to power connection for new customers, investigate whether time taken to respond to power outages and other customers' problems and investigate the accuracy of electricity bills provided by TANESCO to her customers. The findings of the study are in line with those complaints- as both customers and employees have shown high level of pessimism with the company operations. While most of them do agree that the company is inefficiently performing in many areas, notably; lack of quality and competitive service delivery with corruption being order of the day, power fluctuations resulted from high power demand compared to supply and the time taken to restore power supply after a forced outage, and inaccurate in meter reading. Among of the suggested immediate and long term measures to rescue the company from its total collapse include using alternative power generation sources like natural gas and coal and hence lessen depend ence on hydropower, customer care courses to its frontline staff, providing enough working tools, improvement of billing system, introduction of LUKU system to all customers, and replacement of old facilities like transformers, meters, poles, e.t.c.