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Customer Service Quality in Ethiopian Electric Power Corporation (EEPCO): Prepayment Customer Service
Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
2012 (English)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

Ethiopian Electric Power Corporation (EEPCO), state owned monopoly that generates, transmits, and distributes and sales electric power nationwide, has been undergoing various continued utility management practices.

One of the major improvements, as part of the transformation, was the introduction of Prepayment (Metering) System, over that of the conventional metering service, which had been forcing the Corporation to follow lengthy service processes, in order to support the realization of its long term strategic vision of providing quality electric service and being competitive in an energy export.

However, despite the introduction of this new type of service-prepayment customer service, the Corporation has not been able to attract more than only about five percent out of the two million total customers.

Therefore, this study tried to assess and analyze the existing practice (quality) of prepayment customer service both from the employee and the Corporation’s perspectives, and thereby propose possible marketing strategies that are capable of improving the customer service quality for the subsequent adoption of prepayment service. SERVQUAL, as a methodological approach to service quality measures, was employed to measure the prepayment service quality by comparing customers’ perception of the received service against their expectations.

Accordingly, the study revealed, despite its limitations, that there has been a substantial gap between customers’ expectations and perception of the service rendered, for which different possible marketing strategies were suggested for improvement.

Place, publisher, year, edition, pages
2012. , 45 p.
Keyword [en]
Customer Service Quality, SERVQUAL, Prepayment, EEPCO, Relationship Marketing, Customer Behavior
National Category
Business Administration
URN: urn:nbn:se:uu:diva-180578OAI: diva2:551025
Subject / course
Business Studies
Educational program
Master Programme in Social Sciences
2012-05-09, 15:15 (English)
Social and Behavioural Science, Law
Available from: 2012-09-11 Created: 2012-09-10 Last updated: 2012-09-11Bibliographically approved

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