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In this study the researcher assessed customers’ satisfaction on provision of quality electricity services among households in Mbeya Region. The research examined three dimensions of customer satisfaction which were commercial quality, continuity of supply as well as meter reading, billing, handling of client desires and protests, number of power cuts and duration with prior notice, which results to quality electricity services.
The study used case study research design to a sample of 100 households who were randomly carefully chosen from TANESCO population of households in Mbeya city district. Data were analyzed quantitatively using SPSS and thematic coding for qualitative.
The results indicate that at least 61% of respondents were satisfied with commercial quality, continuity of supply offered electricity services. On level of satisfaction of commercial quality of electricity services offered among customers in Mbeya city District showed that 55% of customers were dissatisfied with the way TANESCO cuts power to their clients. Moreover, findings showed respondents rated low response from TANESCO by 83% that meant customers were not satisfied with the time given by TANESCO in handling customers’ claims regarding meter, costs and payments. In addition, up to 67% of respondents were disappointed with the nature of services offered by TANESCO. Again, results showed 93% customers were dissatisfied by price of electricity offered. Similarly, 70% of respondents were dissatisfied with timeliness or ability of TANESCO to deliver services. Data also discovered that 83% respondents were dissatisfied with services reliability of services providers (TANESCO). It meant that services offered were less reliable as customers disliked it. Results also showed absence of instantly and quick reaction to crisis circumstances answered to TANESCO by TANESCO clients is one of the significant reasons for saw low nature of administrations and client disappointment. It is recommended that TANESCO should handle complaints through client debates and evaluations, and additionally through links to satisfy customers. |
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