The influence of business process re-engineering on customer satisfaction in Kenya Power and Lighting Company Limited
The business environment is rapidly changing and thus the long experienced incremental change cannot apply anymore and also the old ways of managing no longer work. Consequently, there is need to not only manage change but create a big change within a short period of time. The study seeks to establish the influence of business process re-engineering practices on customer satisfaction in Kenya Power and Lighting Company Limited. Business process reengineering is the main way in which organizations become more efficient and modernized. It transforms an organization in ways that directly affect performance. Customers are now very diverse, segmented, and are more expectant and thus competition has intensified to meet the needs of customers in every niche. Change has consequently become pervasive, persistent, faster and in some markets a pre-requisite. Reengineering in this environment helps to facilitate a match between market opportunities and corporate capabilities, and in doing so, it represents a radical shift away from the traditional task-based thinking to process-based thinking. In this study, two hundred and twenty (220) Kenya Power and Lighting Company Limited customers were selected and interviewed in the subsequent survey. Out of which, sixty (60) belonged to Nairobi North, seventy four (74) Nairobi West and eighty six (86) Nairobi South. The sample was drawn through proportionate stratified sampling technique. This study proposed a frame-work and a methodology for identifying the sub regions where the customers are located. In this study logistic regression analysis was applied. The results indicated that positive relationship between the KPLC products and services and respondents'; gender, level of formal education, age, account held, length of time the account has been in operation and area of residence. However the most significant was the association between the respondents' residence and the level of satisfaction.