| dc.description.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. | en |
