Factors Affecting Levels of Customer Satisfaction in Government Parastatals in Kenya (A Case of Kenya Power)

Francis Ofunya Afande


The purpose of the study is to investigate the levels of customer satisfaction in Government parastatals with specific focus to the Kenya Power as a case study.  The study was guided by the following specific objectives: to assess the effects of automation of electricity and its effects on the levels of customer satisfaction in Kenya Power; to analyze the time taken to contract for the supply of electricity on levels of customer satisfaction in Kenya Power; to evaluate the effects of quality of supply of the electricity on the level of customer satisfaction in Kenya Power; to examine effects of accuracy of the monthly electricity bills on the level customer satisfaction in Kenya Power; and to evaluate the effect of outsourcing on the level of customer satisfaction in Kenya Power. The study is descriptive in nature, and to look into the processes of acquiring electric power energy. It was also looking into the interaction between Kenya Power staff their customers and other stakeholders in endeavors to maintain the service. Kenya Power is charged with the responsibility of distributing and retailing cost effective electric power energy in the Republic of Kenya. Where quality of services and customer relations are emphasized. Therefore, the study will involve a background into the problem, review the related literature and, gather data using questionnaires and interviews administered to a stratified sample of Kenya Power employees and customers of Nyeri town region. The study will be envisaged to benefit the Kenya Power through, ascertaining the staff development in career progression and other motivational principles .For instance; Storey, 1995 argued that; Human Resource Management is a distinctive approach to employment which seeks to obtain competitive advantage through the strategic deployment of a highly committed and skilled workforce, using an array of cultural, structural and personnel techniques, which may affect service delivery adversely if staff morale is low. The customers will also derive improved efficient services thus, getting value for their money after Kenya Power implements the recommendations of the study. In addition the Government of Kenya, will broaden its tax base, as improved services will bring efficiency and additional customers at a faster pace which will also, be a boost to achieving the objectives of Vision 2030. The public will also benefit through creation of employment, as rapid brings development through industrialization which uplifts the standards of living.

Keywords: Customer satisfaction, Government Parastatals, Kenya Power, Total quality management

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