Technological Innovation and Customer Satisfaction in Kenya Power and Lighting Company Limited

Abstract

Customer satisfaction is a key success factor in the performance of many organizations. As a result most organizations have sought ways to improve the level of service offered to their customers. It is in line with this background that the research investigated whether the technological innovation introduced by Kenya power and lighting company limited had any effect on customer satisfaction. The objectives of the research were to determine the technological innovation deployed by the company and establish the relationship existing between technological innovation and customer satisfaction. A case study was carried out in Kenya Power and lighting Company limited targeting customers having been categorised as domestic, small commercial and large power customers in banking halls. Data was collected using structured questionnaire with help of research assistants who explained to customers as they filled in the data. A response rate of 92 % was achieved as 370 respondents were able to successfully fill the questionnaire out of the targeted 400. The analysis was carried out using descriptive statistics such as frequencies, percentages, and SPSS (Statistical Package for the Social Scientists). The presentation was done using tables, charts and graphs. Customers were satisfied with the new technological innovations provided. However the automated calling system seemed not to have any relationship with customer satisfaction. The responses of the customers were likely to be influenced by the prevailing conditions such as availability of power in general and reliability of M-pesa services that are provided by mobile providers during the time of collecting the data. These conditions may have resulted in biasness on the part of some respondents. The case study was carried at Kenya Power banking halls and some customers may have thought that their views would be implemented and hence may have exaggerated their responses. The study recommended to the organisation to carry out an awareness campaign where all information pertaining to technological innovations implemented was disseminated to the customers as well as increasing investment in the technology improvement so as to offer more innovation. A similar research should be carried out in other towns and rural areas to establish if a similar view would be expressed by the customers. In conclusion, technological innovation has been warmly received by customers and investing more resources to improve the services provided has significantly increased performance by improving products, services, processes, offered by the company. The study revealed that technological innovation has greatly improved the level of customer satisfaction and over roll performance of the organization.