Differences in perception of service quality by customers and managers of the Kenya Power and lighting company ltd

Abstract

This study attempted to answer the question of how KPLC managers view the quality of service they give to their customers, and the level of quality of service the customers expected to receive from the company. Additionally, the study attempted to answer the question of how the customers perceive the quality of service they received from the Kenya Power and Lighting Company Ltd. These were determined by measuring the gaps between perception of quality of service by managers and customers. The difference in perception of service quality leads to the existence of various gaps in the provision of quality service by organizations. An identification of these gaps can help an organization to focus on particular aspects of its service delivery and therefore meet or exceed their customer expectations of quality, and in this way use service quality as a competitive tool. The research was conducted by collection of primary data from the customers and managers of the company. A questionnaire based on service quality attributes was used to collect the data, from which certain findings were made. It was established that managers, have a good idea of what customers expect in terms of service quality. However, this study established that there are gaps in service delivery as measured by customer perception of service quality and management P'i(ception of service delivery. It was also established that managers did not believe their service delivery met customer expectations. Similarly, customers perceived that service delivered did not meet their expectations. From these findings therefore, the researcher believes that-there exists gaps between customers and managers of KPLCin perception of the service quality on three of the four gaps that were studied. It is recommended that the company establishes the driving forces behind these gaps to enable it take measures to close them and therefore improve on the service quality that it provides its customers.