Service Quality and Customer Satisfaction of Electricity Distribution Company: A Study of Olumo Business Hub, Abeokuta, Ogun State

Olayinka, Ayotunde; Joseph, Ojenike; Surajudeen, O. Jolaosho; Adeyinka, T. Adebayo

doi:10.9734/ajeba/2018/44493

Cited by 3 publications

(6 citation statements)

References 51 publications

(68 reference statements)

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“…The states of residence of the respondents are a major factor in the DISCOs that supply them. For example, IBEDC supplies Osun and Ogun among other states (Olayinka et al, 2018). Lagos State is supplied by IKEDC and EKEDC.…”

Section: Resultsmentioning

confidence: 99%

“…Investigating electricity consumers’ satisfaction in Nigeria had been carried out in recent past by various authors. In the work of Olayinka et al (2018), he examines the relationship between service quality and customer satisfaction in Ibadan Electricity Distribution Company (IBEDC). The author specifically focused on the residence of Ogun State.…”

Section: Introductionmentioning

confidence: 99%

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Electricity Consumers’ Satisfaction During COVID-19 Lockdown in Some Selected States in Nigeria

Lawal

Ajewole

Bada

2021

Jindal Journal of Business Research

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This work studies the satisfaction experienced by electricity customers in Osun, Lagos, and Ogun States during the recent lockdown occasioned by the COVID-19 pandemic. The measures of the satisfaction are based on the hours of electricity supply during the period, easiness experienced for payment of prepaid bill and swiftness in faults correction of the distribution companies involved. A questionnaire was developed using Google Forms. The form was shared through various online platforms. A total of 274 electricity consumers responded to the questionnaire, but after sorting, 259 consumers across the three states were analyzed. From the responses, majority of respondents claim there was increased hours of supply during the period when compared to before the period. For prepaid customers who had reasons to pay electricity bill, majority claim it was easy paying while most of those who claimed it was not easy was because of their payment method choices, which is using designated points. Majority of those who have reasons for faults to be corrected by the distribution companies claim that there was not promptness in fault correction.

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Section: Resultsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Electricity Consumers’ Satisfaction During COVID-19 Lockdown in Some Selected States in Nigeria

Lawal

Ajewole

Bada

2021

Jindal Journal of Business Research

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“…This study uses a research methodology, as shown in Figure 1. power company using exploratory factor analysis (EFA), and research of [11] in the Nigerian power company, three dimensions of electricity service quality are taken as follows.…”

Section: Methodsmentioning

confidence: 99%

“…Reliability is to provide consistent service as expected by customers [11]. Reliability results in customer retention when a service provider can supply services accurately and continuously by client expectations.…”

Section: Methodsmentioning

confidence: 99%

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Sentiment Analysis of Electricity Company Service Quality Using Naïve Bayes

Astuti

Ruldeviyani

Salbari

et al. 2023

J. RESTI (Rekayasa Sist. Teknol. Inf.)

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In facing the era of technological disruption, a large company providing electricity in Indonesia, namely PT PLN is transforming to digitize all business processes and improve the quality of customer service. PLN Mobile application was developed in December 2020, and 18 million users have downloaded it. PLN Mobile application provides various electrical services for users. There are a lot of online opinions today. Organizations need to know the public perception of their product or service, sales projections, and customer happiness. Our research will identify public opinion (positive and negative) about PLN Mobile Application using sentiment analysis by taking review data from Google Play Store. Sentiment analysis is classified using Naïve Bayes and analyzed based on the dimensions of the quality of electricity services: empathy, responsiveness, and reliability. The results of this study indicate that Naïve Bayes is quite well used for binomial labels (positive and negative) with an accuracy of 73%. Still, for service quality dimensions, the accuracy is 45%. Indonesian language datasets are quite difficult to process due to non-standard language, foreign words, mixed language variations, and abbreviations. Determination of ground truth or manual labeling requires consistency and skilled personnel to determine the context of the text data to obtain a model with optimal performance. This study informs the classification of each dimension of the quality of electricity services in Indonesia based on positive and negative sentiment data for PLN Mobile Application users. Reliability received the most negative sentiments. This can be used for PT PLN to improve the quality-of-service reliability to customers.

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Assessing Service Quality and Customer Satisfaction of Electric Utility Provider’s Online Payment System during the COVID-19 Pandemic: A Structural Modeling Approach

et al. 2022

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The COVID-19 pandemic has rapidly changed people’s lives, especially technological advancements. Most service industries have opted to adopt online payments since the pandemic happened. Electric utility companies are one of the major industries that utilize online payments as an alternative mode of payment to traditional cash payments to minimize person-to-person contact. The current study aimed to assess electric utility companies’ service quality and customer satisfaction to improve the payment system. The study was conducted in Occidental Mindoro Electric Cooperative, Inc. (OMECO), which utilized an online payment system due to COVID-19-protocol. The research model comprises 60 questionnaires with ten sections developed from the literature and distributed to 400 participants. The data were analyzed using the structural equation modeling and path analysis technique. The results showed that Online Payment Security had the most positive effect on service quality, thus affecting customer satisfaction. Moreover, tangibility, reliability, online payment method, and COVID-19-protocol positively affected service quality. While reliability, assurance, and empathy had a negative effect on the service quality of OMECO. Aligning with the result, OMECO was poorly evaluated by the participants in terms of empathy, assurance, responsiveness, and reliability. Moreover, the result of the study can be used by major electric companies to improve their service in terms of online payment. Finally, the current research is one of the first studies that integrate service quality and customer satisfaction while utilizing the structural modeling approach.

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Service Quality and Customer Satisfaction of Electricity Distribution Company: A Study of Olumo Business Hub, Abeokuta, Ogun State

Cited by 3 publications

References 51 publications

Electricity Consumers’ Satisfaction During COVID-19 Lockdown in Some Selected States in Nigeria

Electricity Consumers’ Satisfaction During COVID-19 Lockdown in Some Selected States in Nigeria

Sentiment Analysis of Electricity Company Service Quality Using Naïve Bayes

Assessing Service Quality and Customer Satisfaction of Electric Utility Provider’s Online Payment System during the COVID-19 Pandemic: A Structural Modeling Approach

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