Analysis of customer perception of service offered by Kenya power and lighting company ltd in mount Kenya region

Abstract

This study was conducted with the objectives of determining attributes of importance in evaluation of service quality, evaluate the customer service offered by Kenya Power and Lighting Company, and determine whether there exist differences among the different customer categories. The researcher was motivated to carry out this study by the continued complaints by the customers of the firm. To achieve the above objectives, a sample of 100 customers was picked. A questionnaire was administered to each of them. The questionnaire had semi structured and likert scale questions. The Mount Kenya region was picked for the study. This is one of the four administrative regions of the company and it covers about ten 10 districts within parts of Central and East Kenya. A number of ten (10) respondents were picked at random from each of the district to constitute the sample. The data collected was analyzed using percentages, means and standard deviations. Analysis of the data indicated that there are many attributes that customers consider important in their evaluation of service quality. Attributes such as ability to offer dependable services, provision of prompt service, ability to solve supply problems correctly first time, willingness to help customers, promptness in solving complaints, ability to give service at reasonable cost, accessibility to service provider, were among those brought as important considerations by the customers. Most of the respondents indicated that they were dissatisfied with the service level of the Kenya Power and Lighting Company. According to the customers, the firm does not have a satisfying customer education program. There is a high frequency of corrupt practices, the cost of the service is considered high, a lot of time is taken before new constructions are done after they are paid for, there is poor availability of staff to answer customer queries, and new applications take long periods to process. On communication between the company and customers, the traditional methods are still very popular. These included telephones, service outlets and post office being widely used by the customers to reach the service provider. The customers also indicated that they prefer the company mainly using radio/Tv, fliers attached to bills, and print media to communicate to them. Lastly, the researcher recommends that further research can be done on customer service perception. Such studies may focus on other service providers who may either be entirely private organizations or quasi-government corporations. Other studies may isolate specific attributes and attempt to determine their individual effects on customer perception.