Electric Service Quality and Customer Satisfaction in Dire Dawa

The analysis result clearly indicated all the hypothesis are rejected that all SERVQUAL dimension namely tangibles, reliability, responsiveness, assurance and empathy have statistically significant effect on customer satisfaction and level of customer satisfaction is mean score 2.26, or about 45.1%. The regression analysis results indicated that dimensions of service quality has statistically significant effect or has strong prediction power on customer satisfaction. Therefore, Dire Dawa electric service utility and the Kezira center should come up with an appropriate service delivery standards, modernize infrastructure, increase material timely provision, proper complaint handling mechanisms, employees capacity building, and strengthening decision making power and accountability of employees and more importantly automate all center's activities modern technologies to enhance its service delivery effectiveness and efficiency and in turn improve customer satisfaction.

Autorentext

The author is Gebremariam Ephrem Lakew (MA in Educational Leadership and Management): Adviser and Researcher at Higher Education Strategy Center, Addis Ababa Ethiopia. And the co-author Tekle Shimelis Taye (MBA in Business Adminstration: Chief Auditor at Ethipian Teacher Association, Addis Ababa Ethiopia.