Influence of Prepaid Electricity Meters Adoption on the Level of Customer Satisfaction: a Case of Thika Sub County, Kenya

Abstract

The purpose of this study will be to investigate the influence of the prepaid electricity meters adoption on the level of customer satisfaction in Thika Sub County. It will be guided by the following objectives: to establish the extent to which the supply reliability in prepaid meters adoption has enhanced the level of customer satisfaction ,to determine the extent to which accessibility of power supply through prepaid electricity meters adoption has enhance the level of customer satisfaction into determine the extent to which customer consumption control provided by the adoption of prepaid electricity meters has enhanced the level customer satisfaction and to establish the influence of customer bills accuracy provided by the adoption of prepaid meters in enhancing the level customer satisfaction in Thika sub county. Descriptive survey design will be employed for the proposed study .The study will target 123 respondents consisting of customers in Thika Sub County. The sample will involve 129 customers where the County prepaid Metering project engineer will be purposely chosen because he is central to the project. Data will be collected using customer questionnaires and Prepaid Metering interview schedule. The test retest will be used in testing the reliability of instruments to be used. During the actual study, 196 respondents will be contacted and questionnaires distributed to customers and KPLC staff for response. They will then be collected after two weeks .The Thika County Customer service office will be will be interviewed to clarify on issues related to prepaid metering project and its influence on level of customer satisfaction. This will major on the influence of supply reliability, supply accessibility, customer consumption control and bill accuracy on the level of customer satisfaction in KPLC, ThikaCounty. Quantative data from the customer questionnaire and Staff questionnaire and will be analyzed using descriptive statistics. Data will be analyzed with the help of statistical package for social sciences programmed. The findings were then drawn from the collected data after which the researcher made based on the findings