Customer Satisfaction on Energy Sector Billing Process in Nigerian
Principal Investigator(s): View help for Principal Investigator(s) Idongesit Eshiett, Akwa Ibom State University
Version: View help for Version V1
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Project Citation:
Eshiett, Idongesit. Customer Satisfaction on Energy Sector Billing Process in Nigerian. Ann Arbor, MI: Inter-university Consortium for Political and Social Research [distributor], 2023-11-05. https://doi.org/10.3886/E194922V1
Project Description
Summary:
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Customer satisfaction
is the parameter used by marketing strategist to access the sustainability of product/service
valuation and by extension the growth and overall development of the economy. The abysmal nature of the service provided by
the Power Holdings Company of Nigeria PHCN to its customers is of great concern
to researchers given the huge budgetary outlay apportioned to the sector;
without valid result to match such huge disbursement/investments. The essence
of study is to assess from the level of customer satisfaction by juxtaposing current
billing process with the quantum of service provided by the energy sector, the
study adapted the satisfaction function to elaborate on the disconfirmation
theory as benchmark for evaluation. The issues to be examined in this study include; non-implementation of operational policy framework, mismatched
billing parameters, and obsolete supply infrastructures. Descriptive survey
technique was adapted to retrieve and collate data for analysis; using systematic
review process, by adapting PRISMA protocol to accommodate diverse field of studies.
The outcome of the study revealed that
there is no correlation between service provided and the amount billed
customers in the Nigerian Energy sector. Hence, the study recommended that;
customer satisfaction could be actualized, if service providers in the energy
sector could embark on a holistic measure; that will equate amount billed as
energy used by customer, with the exact value of service provided by the sector
to households. Identified gaps in the study were analyzed,
to set the tone for future research
Funding Sources:
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Personal (N/A)
Scope of Project
Subject Terms:
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Customer satisfaction;
Energy Scetor;
Billing Process;
Sustainability;
Nigeria
Geographic Coverage:
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Nigeria
Time Period(s):
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2/8/2017 – 10/31/2023 ('Fall 2023')
Collection Date(s):
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2/8/2017 – 10/31/2023
Universe:
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Energy Billing Criteria
The process of billing/pricing irrespective of energy source, is the exclusive decision of each country; based on the national energy policy framework on what and how charges must be allocated/implemented, in some cases, the policy could create derivable parameter for billing each segment of customers. According to U.S. Energy Information Administration (EIA),
The essence of energy tariff is to provide energy firms with investable capital to; procure, install, repairs and maintain generating plants, make adequate provision for the acquisition of transmission and distribution facilities (Rafał, 2014).
This study basically focuses more on residential customer billing parameters; and as such, the global energy industry acceptable structures for residential energy rates include: i) the simple/fixed rate per kwh, ii) ranked rate based on usage, iii) Time of use (peak or normal period) iv) Usage rate v) Ranked based on time of use vi) periodic rates example: summer or winter seasonal charges and vii) weekend /holiday charges (Zheng, et. al. 2020).
Globally, most countries have made commitments to the gradual/drastic measures towards reducing its carbon footprint; For instance, available data shows effort by; Germany which takes the lead with a projected 80% reduction in CO2 emission by 2050, (Henning; & Palzer, 2015; & Sterchele et al.,2017)., with drastic policy implementation framework towards accomplishing sustainable energy targets in its projects (Emonts et al., 2017). Canada has also prepared a projected policy framework for sustainable energy and reduction in CO2 emission (Canada and Canada, 2017).
The process of billing/pricing irrespective of energy source, is the exclusive decision of each country; based on the national energy policy framework on what and how charges must be allocated/implemented, in some cases, the policy could create derivable parameter for billing each segment of customers. According to U.S. Energy Information Administration (EIA),
The essence of energy tariff is to provide energy firms with investable capital to; procure, install, repairs and maintain generating plants, make adequate provision for the acquisition of transmission and distribution facilities (Rafał, 2014).
This study basically focuses more on residential customer billing parameters; and as such, the global energy industry acceptable structures for residential energy rates include: i) the simple/fixed rate per kwh, ii) ranked rate based on usage, iii) Time of use (peak or normal period) iv) Usage rate v) Ranked based on time of use vi) periodic rates example: summer or winter seasonal charges and vii) weekend /holiday charges (Zheng, et. al. 2020).
Globally, most countries have made commitments to the gradual/drastic measures towards reducing its carbon footprint; For instance, available data shows effort by; Germany which takes the lead with a projected 80% reduction in CO2 emission by 2050, (Henning; & Palzer, 2015; & Sterchele et al.,2017)., with drastic policy implementation framework towards accomplishing sustainable energy targets in its projects (Emonts et al., 2017). Canada has also prepared a projected policy framework for sustainable energy and reduction in CO2 emission (Canada and Canada, 2017).
Data Type(s):
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administrative records data;
observational data;
other;
survey data
Methodology
Response Rate:
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A breakdown of the questionnaire shows, a total of 286
questionnaire were administered to the respondents,
a) 11 questionnaires or 4% were not returned by the respondents,
b) 20 questionnaires or 7% were retuned, but was not usable due to mutilation, cancellation and error by the respondents at the point of filling the questionnaires,
c) 255 questionnaires or 89% was actually retuned as usable and valid questionnaire, and this was used as the study sample.
a) 11 questionnaires or 4% were not returned by the respondents,
b) 20 questionnaires or 7% were retuned, but was not usable due to mutilation, cancellation and error by the respondents at the point of filling the questionnaires,
c) 255 questionnaires or 89% was actually retuned as usable and valid questionnaire, and this was used as the study sample.
Sampling:
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This study sample was
286 at 5% level of significance, by adapting determination of sample for a
given population of about 1,000 (Yamane, 1974), the respondents were registered
customers of PHED, questionnaires were administered at (Uyo, Eket and Ikot
Ekpene) district, and comprehensive interviews were conducted to elucidate
issues in which the questionnaire could not clarify.
The study was designed to access customer satisfaction on Billing Process in Nigerian Energy Sector. A breakdown of the population revealed that Uyo district had 120(42%), Eket district 97(34%) and Ikot Ekpene district 69(24%).
Stratified random sampling technique was used for the stochastic perspective of enabling each member of the population have a fair chance of being selected (Saunders, et. al. 2016; deVaus, 2002).
The demography include; age, gender, marital status, and education. The rationale for this procedure was to ensure fair representation of responses, respondents were carefully sampled to ensure accurate representation for relevant demographics.
The essence of the interview was to obtain an in-depth information about the respondents’ perspective of service offering in the energy billing process in Nigeria with respect to customer satisfaction
The study was designed to access customer satisfaction on Billing Process in Nigerian Energy Sector. A breakdown of the population revealed that Uyo district had 120(42%), Eket district 97(34%) and Ikot Ekpene district 69(24%).
Stratified random sampling technique was used for the stochastic perspective of enabling each member of the population have a fair chance of being selected (Saunders, et. al. 2016; deVaus, 2002).
The demography include; age, gender, marital status, and education. The rationale for this procedure was to ensure fair representation of responses, respondents were carefully sampled to ensure accurate representation for relevant demographics.
The essence of the interview was to obtain an in-depth information about the respondents’ perspective of service offering in the energy billing process in Nigeria with respect to customer satisfaction
Data Source:
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The study was designed to access customer satisfaction on Billing Process in Nigerian Energy Sector. A breakdown of the population revealed that
i) Uyo district had 120(42%),
ii) Eket district 97(34%) and
iii) Ikot Ekpene district 69(24%).
i) Uyo district had 120(42%),
ii) Eket district 97(34%) and
iii) Ikot Ekpene district 69(24%).
Collection Mode(s):
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face-to-face interview;
mixed mode;
other;
paper and pencil interview (PAPI);
self-enumerated questionnaire;
telephone audio computer-assisted self interview (TACASI);
telephone interview
Weights:
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Kilojoules
Unit(s) of Observation:
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286
Geographic Unit:
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Nigeria
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