Assessment of Customer Service Delivery on Customer Satisfaction: A Case Study in Ethiopian Electric Utility (EEU) Company Western Region, Customer Service Centers

Abstract

Studies show that outstanding customer service organizations focus on a clear goal—satisfying the customer—and design everything else with that aim in mind. The complaints on lack of the services and the quality of services from the customers were indicative of poor service delivery performance in the EEU Company. Therefore, the main objective of this study was assessment of customer service delivery on customers’ satisfaction. It also addresses the major problem areas of service delivery and service quality in terms of stretched objective achievement through the survey done in EEU Company, western region retail business; customer service centres’ (CSC).The sampling technique adopted in this study was multi stage random sampling. And by using stratified sampling technique the population was stratified in to three tariff categories such as Domestic, Commercial, and Industrial. Finally, the total samples of 376 customers were selected from the stratum by Convenience sampling technique. Primary data from customers by the use of a questionnaire and interviews for officials of the company, secondary data from different sources, were used as the sources and methods of the collected data. The collected data were analysed using descriptive and inferential statistical tools by using SPSS version 16.0. The result from testing of the hypothesized relationships between the variables, using multiple linear regression analysis reveals that customers satisfaction(dependent variables) and the five independent variables of SERVQUAL dimensions is positively related, which is also significant at p<0.001. And, about 56% of total variability in customers’ satisfaction is explained by these predictors jointly. Further investigations results in; the effective predictors in the model were tangibles and responsiveness thus should jointly explained 51% of total variability in customers’ satisfaction. Majority of the customers were satisfied with the overall service deliveries of the company.