ELECTRICITY SERVICE DELIVERY AND CUSTOMER SATISFACTION: EVIDENCE FROM ELECTRICITY CONSUMERS IN LAGOS STATE, NIGERIA.

Abstract

Constant power supply is a major criterion for a nation’s economic growth. To supply constant electricity for Nigeria’s economic growth, adequate power must be generated, transmitted to all parts of the country, and efficiently distributed to Nigerian business firms and citizens for business and personal consumption. The objective of the study is to investigate the relationship between electricity service delivery and customer satisfaction among electricity consumers in Lagos State, Nigeria. Survey research design was adopted for the study. Convenience sampling technique was used for this study. The research instrument used for the study was a structured questionnaire. Descriptive statistics and Pearson Product Moment correlation were used to analyze the data gathered from the respondents. The population for this study comprises of all electricity consumers in Lagos State, Nigeria. Four hundred and eighty (480) copies of the questionnaire were administered to electricity service consumers in Lagos State, Nigeria. The study revealed that service quality had a significant relationship with customer satisfaction (r = 0.348, p<0.05). Price had a significant relationship with customer satisfaction (r = 0.415, p<0.05). Customer service had no significant relationship with customer satisfaction (r = 0.062, p>0.05). The study concluded that service quality attracts customers to purchase products and services and make repeat purchases. Companies that set fair prices would expand their market coverage and generate more sales because they will retain their existing customers and also draw the attention of competitors’ customers to their products and services. Handling customers’ complaints and suggestions do not guarantee customer satisfaction and increased customer patronage for a business firm. The study recommended among others that electricity distribution firms should generate more megawatts in order to provide constant power supply to their numerous customers and provide adequate facilities like transformers, switch box, switch gears, wire cables, meters, and circuit breakers in order to supply regular electricity to their customers.