Effects of prepaid electricity metering system on customer satisfaction: a case of Nairobi County, Kenya
Date
2019
Authors
Owiye, Evans David 0.
Journal Title
Journal ISSN
Volume Title
Publisher
Strathmore University
Abstract
Prepayment electricity metering has been embraced in Kenya since the year 2008 by the sole electricity distributor in the country, Kenya Power & Lighting Company Limited. Nairobi County accounts for 50 percent of electricity customers in Kenya. However, little information is available to ascertain the customer satisfaction levels regarding prepaid electricity service among customers in Nairobi County. This study explored the level of adoption of prepaid electricity meters. Further, the study evaluated perceived efficiency levels and benefits among prepaid electricity customers. The study adopted a cross-sectional research design. The target population was selected prepaid electricity consumers in Nairobi County. A quota sampling technique was used to select respondents drawn from the county. Descriptive and inferential statistics were used to analyze the data collected. The results showed that consumers prefer the use of prepaid electricity meters despite the fact that most of them are yet to apply for a prepaid metering connection. The majority of the respondents were of the view that prepaid meters have helped them in managing their electricity consumption. The study also found that electricity consumers are satisfied with the services by Kenya Power on queries related to the use of PPMs. The outcome of this study offers feedback to the KP on the need to connect more customers who require prepaid meters.
Description
A dissertation submitted in partial fulfillment of the requirements for the degree of Masters of Business Administration (MBA) at Strathmore University