| dc.description.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. | en_US |
