Effect of Perceived ICT Payment System on Customer Satisfaction at the Kenya Power and Lighting Company

Otiso, Kennedy Ntabo
August 2012
Journal of Emerging Trends in Economics & Management Sciences;Aug2012, Vol. 3 Issue 4, p398
Academic Journal
The study sought to investigate the effects of perceived ICT payment system on customer satisfaction at the Kenya Power and Lighting Company (KPLC), Eldoret based on Kano customer satisfaction model. The study adopted descriptive survey design involving quantitative research and targeted KPLC customers in Eldoret Central Business District. These customers were classified into three segments: large power (20), corporate (500) and domestic (300), all totalling 820. Probability random and stratified random sampling techniques were used to sample out 10 large power customers, 250 corporate customers and 150 domestic customers. The study used both primary and secondary sources of data. Questionnaires and interview schedules were the research instruments used. Data obtained from the field was analyzed using descriptive and inferential statistics (multiple regression analysis and Pearson correlation). The correlation results of the findings indicated that payment service quality (X1) is positively and statistically significant (r = 0.618, P=.000 (2 - tailed) at 1% level of significance). This implies there is no relationship between perceived payment system through ICT and customer satisfaction. The author recommended that KPLC should put more emphasis on perceived payment system quality in order to enhance customer satisfaction, to other scholars, this study forms a basis of further study since it dwelled on small area and specific region. The study clarifies the role played by ICT in enhancement of customer satisfaction hence indicating that to full satisfy customers one needs to embrace ICT services. This study would be of significance to service industries as it will point how customer service delivery can impact on their organization performance. The study will help KPLC management understand the challenges facing their customers and their expectations. The findings will also help improve the quality of services offered to customers.


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