Assessment Of Service Quality Improvement Alternative Decision

Service quality is the ability of the organization to meet or exceed customer expectations. It is the rndifference between customer expectations of service and perceived service. If the service providerrnmeets or exceeds customer expectation then customer satisfaction occurs. To insure the customerrnsatisfaction, customer service plays vital role. Customer service is the interaction between therncustomer and service provider. Quality customer service entails providing efficient, quick and friendlyrnservice, handling complaints quickly and responding to customers' issues on time. EEU failed to meetrnits customer expectation, especially in its technical service (operation & maintenance) mainlyrnunplanned service outage, new power connection and customer service. Leaving aside power shortage,rntechnological and financial constraints dissatisfaction occurred due to lack of accountability &rnresponsibility, poor monitoring & controlling mechanism, high bureaucracy, no transparency, andrnlack of motivation from its employees. rn rnEEU has outsourced (contracted out) it bill collection to private sector (Kifeya Lehulu) since two yearsrnback. Bill collection service have got a moderate satisfaction level from previous poor satisfactionrnlevel. This study shows EEU’s technical service (operation and maintenance) quality of servicerndelivery can be enhanced by outsourcing this scope to the private sector. MCDM AHP & TOPSISrntools used to analyses sector expert’s judgements or opinion (primary and secondary data) & casernobservation were used to ensure the current service quality. From sector performance indicators (KPI),rnkept four criteria which are customer service, unplanned outages, safety & employees commitments.rnWeights of this criteria’s using AHP tools for better service delivery at EEU found unplanned servicernoutages (34.63%), customer service (27.48%), employees commitments (20.64%) & safety (17.24)rnResult of preference from in-house and outsourcing service delivery by AHP & TOPSIS analysis givesrn70% & 86.67% respectively, which indicates that EEU’s technical service (operational &rnmaintenance), service quality level can be enhanced compared from current EEU’s current in-housernoperation. Finally recommendation is forwarded to deliver standard electricity utility service byrncontracting out the operation & maintenance in order to place EEU in competitive environment andrneffectiveness.

Get Full Work

Report copyright infringement or plagiarism