This study examines the relationship between service quality and customer satisfaction in Ibadan Electricity Distribution Company. To achieve this, IBEDC customers residing in Ogun State were sampled to seek their opinion on their level of satisfaction with IBEDC's services. Survey research was employed which involved the distribution of questionnaires to customers. The questionnaire sought information based on the five SERVQUAL dimension of reliability, empathy, responsiveness, tangibles and assurance which were measured on a 7-point Likert scale. A total of 397 customers were surveyed with 19 SERVQUAL survey items and 3 customer satisfaction survey items. Data collected were analysed with the use of the arithmetic mean, standard deviation and Partial Least Squares Structural Equation Model (PLS-SEM) for testing the five hypotheses theorised in the study. From the study, it was established that the reliability of IBEDC does not have a significant
Original Research Article
scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.