The Effect of Postpaid & Prepaid Electricity Billing System on Customer Satisfaction. A Case Study of Cities of Gisenyi in Rwanda and Goma in DRCongo
- 주제(키워드) ENERGY SCIENCE AND POLICY
- 발행기관 아주대학교
- 지도교수 TROY B. FELVER
- 발행년도 2020
- 학위수여년월 2020. 2
- 학위명 석사
- 학과 국제대학원 융합에너지학과
- 실제URI http://www.dcollection.net/handler/ajou/000000029439
- 본문언어 영어
- 저작권 아주대학교 논문은 저작권에 의해 보호받습니다.
초록/요약
General objective: Construct a comparative picture of the satisfaction levels between prepaid and postpaid subscribers to derive insights and implications. Design and methodology: Using statistical model, an adapted SERVQUAL model was used for this work based on the responses from a questionnaire distributed to 150 households in Goma and Gisenyi. Results: A statistically significant difference regarding satisfaction was found between postpaid and prepaid electricity billing system customers; A non-significant relationship between reliability, empathy, tangibility, responsiveness, and customer satisfaction. A significance and strong relationship between service assurance and customer satisfaction. System assurance was proven to be the main key to provide satisfaction and maintain strong relationship with customers. Originality and value: Differences in satisfaction discovered from response patterns of the prepaid subscribers and postpaid subscribers can be used as basic information for a utility/government who intend to switch from a billing system type to another. Research limitations: Our sampling was limited to household’s electricity consumers. Further research can be performed by using additional surveys extended to the commercial electricity users and more households in other cities. Keywords: Customer satisfaction, electricity billing system, Goma, Gisenyi
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ABSTRACT i
TABLE OF CONTENTS ii
LIST OF FIGURES iv
LIST OF TABLES v
CHAPTER 1 : INTRODUCTION AND BACKGROUND 1
1.1 STATEMENT OF THE PROBLEM 1
1.2 OBJECTIVES OF THE STUDY 3
1.2.1 GENERAL OBJECTIVE 3
1.2.2 SPECIFIC OBJECTIVE 3
1.3 RESEARCH QUESTION 4
1.3.1 GENERAL QUESTION 4
1.3.2 SPECIFIC QUESTION 4
1.4 SCOPE OF THE STUDY 4
CHAPTER 2 : LITERATURE REVIEW 5
2.1 CONCEPTUAL FRAMEWORK OF THE STUDY 5
2.2 CUSTOMER SATISFACTION 6
2.3 ELECTRICITY BILLING SYSTEM 10
2.4 CONSUMPTION THEORY 11
2.4.1 DEFINITION OF CONSUMPTION 11
2.4.2 MICRO&MACRO ECONOMIC OF CONSUMPTION 12
2.4.3 DEMAND CURVE 14
2.4.4 SOCIOLOGIC DETERMINANTS OF CONSUMPTION 16
2.5 EMPIRICAL REVIEW 17
CHAPTER 3 RESEARCH METHODOLOGY 20
3.1 TARGET POPULATION 20
3.2 SAMPLING DESIGN 20
3.3 TYPES AND SOURCES OF DATA 23
3.4 DATA COLLECTION AND VALIDITY OF RESEARCH INSTRUMENT 23
3.5 VALIDITY OF DATA 24
3.6 DATA PRESENTATION 25
3.6.1 DEMOGRAPHIC CHARACTERISTICS OF THE CUSTOMER 25
EFFECT OF ELECTRICITY BILLING ADOPTION ON THE CUSTOMER SATISFACTION 28
3.6.2 Statistics regarding system reliability and customer satisfaction 28
3.6.3 Statistics Regarding to empathy and customer satisfaction 30
3.6.4 Statistics Regarding tangibility and customer satisfaction 31
3.6.5 Statistics Regarding assurance and customer satisfaction 33
3.6.6 Statistics Regarding responsiveness and customer satisfaction 34
3.6.7 Statistics Regarding customer electricity usage. 36
CHAPTER 4 DATA ANALYSIS, RESULTS AND DISCUSSIONS 38
4.1 VARIABLE PRESENTATION AND MODEL SPECIFICATION 38
4.1.1 Variable presentation 38
4.1.2 Model specification 40
4.2 HYPOTHESIS TEST AND EVALUATION METHOD 41
4.3 EXAMINATION OF THE CONSUMER SATISFACTION ON POSTPAID AND PREPAID BILLING SYSTEM: A COMPARATIVE ANALYSIS 44
4.4 RELATIONSHIP BETWEEN CUSTOMER SATISFACTION AND ITS DETERMINANTS FOR PREPAID BILLING SYSTEM 45
4.5 RELATIONSHIP BETWEEN CUSTOMER SATISFACTION AND ITS DETERMINANTS FOR POSTPAID BILLING SYSTEM 47
CHAPTER 5 SUMMARY, RECOMMENDATION, AND CONCLUSION 48
5.1 Summary 48
5.2 Recommendation and limits 49
5.3 Conclusions 49
REFERENCES 51
APPENDICES 55
Appendix I: Questionnaire 55
Appendix II : Demographics and customer satisfaction statistics results 58
