Exploratory study of Kenya Power customers use of self service technology options
Obege- Obel, Esther Anyango
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Kenya Power’s (KP) customer base has grown exponentially from 802, 249 in 2006 to over 4,500,000 in May 2016 resulting in a high traffic of customers seeking services of the company. This study assessed KP customer use of self service technology and the factors influencing their use. Four hundred KP customers were interviewed using Stratified random sampling. Structured questionnaires were administered to participants. Descriptive statistics was used to summarize data and the study adopted factor analysis. The company should enhance the use of self service technology options by increasing awareness levels about the SST’s , enhanced customer confidence and enthusiasms consistently maintaining high standards of SST service delivery and promoting the use of SST’s. Results revealed that the full array of SST’s provided by the company had not been fully embraced. The most important factors that determined the actual use of SST’s were cost, extent to which service was preferred and speed of SST. Electricity is integral part of the lives and livelihoods of customers’, some customers regularly visit KP because they perceive customer contact with KP personnel to be more reliable. This impacts negatively on the use of SST’s. The study concludes that there is potential to convert more customers to use SSTs.