Influence of Innovation Services on Customer Satisfaction, a Case of Kenya Power and Lighting Company Limited, Elgeyo Marakwet County.

Abstract

The vital nature of customer satisfaction to organizational performance, development and general success cannot be undervalued. However, the extent to which innovation services at KPLC like the bill query innovation service, e-billing, prepaid metering and easy-pay influence customer satisfaction remains significantly uninvestigated. The study therefore sought to study the influence of innovation services on customer satisfaction at Kenya Power and Lighting Company Ltd. It specifically sought to determine the influence of prepaid metering on customer satisfaction; establish the influence of e-billing on customer satisfaction; assess the influence of bill Bill query on customer satisfaction; and find out the influence of easy-pay on customer satisfaction at Kenya Power and Lighting Company Ltd. The technology acceptance model (TAM) and assimilation theory were reviewed. This was a descriptive survey design study targeting 28,672 customers and 42 members of staff. A sample of 384 customers was collected from Elgeyo Marakwet County using simple random sampling method together with 10 members of staff. The research adopted the use of questionnaires as its data collection tool. To establish reliability of research instruments, the Cronbach’s coefficient alpha model was used. To establish Validity of the instruments, two experts on the topic from Nairobi University examined the content of the instruments and advised the researcher on the content validity. Data was analyzed using both descriptive and inferential statistics. Thus, quantitative data was analyzed using descriptive statistics in form of percentages, frequencies standard deviations and means. Both linear regression and Pearson’s correlations were used to test the hypotheses. The results show: Prepaid metering (β=.373, t=5.848, p<0.001); E-billing (β=.153, t=2.551, p<0.004); Bill query (β=.304, t=4.363, p<0.001); Easy-pay (β=.332, t=5.119, p<0.001) had significant influence on customer satisfaction at Kenya Power and Lighting Company Ltd Elgeyo Marakwet County. The study therefore recommends that: That Kenya Power and Lighting Company management should ensure that prepaid metering is in every house because of its attractive features which have improved customer satisfaction. That Kenya Power and Lighting Company management should promote the benefits of Bill query, e-billing and easy-pay to customers so as to incite traction among the customers. They can do this by advertisement via broadcast and print media and roadshows among others. That Kenya Power and Lighting Company management should ensure that the Bill query, e-billing and easy-pay innovations are affordable, reliable and convenient services that helps the customers to get better and quicker services at the convenience of their homes