| Abstract: | Ethiopian Electric Utility (EEU) is state owned monopoly that transmits,
distributes, maintains and sales electric power nationwide. Ethiopian Electric
Utility (EEU) or former EEPCO (Ethiopian Electric Power Corporation) has been
undergoing various continued utility management practices.
One of the major improvements, as part of the transformation, is the
implementation of power Prepayment (Metering) System, over that of the postpaid
metering service. The postpaid metering service system had been forcing the
company to follow lengthy service processes. That is; reading the postpaid meter,
generating postpaid bill, and collecting money was long process. In order to
support the realization of its long term strategic vision of providing quality electric
service and being competitive in an energy sector, EEU has to improve the service
provision.
The study tried to show about the acceptability and perception of customers, the
challenges of implementing power energy prepayment metering system over that
of post payment, finally the benefits of prepayment system, and the management’s
strategy. The researcher aimed to assess and analyze the existing practice
(quality) of prepayment customer service both from the employees’ and the
company’s perspectives, and thereby proposed possible marketing strategies that
are capable of improving the customer service quality for the subsequent adoption
of prepayment service.
The research used both qualitative and quantitative approach in a descriptive
format. The results or findings of the study showed some challenges which the
EEU and customers are facing. Some of the challenges are in adequate voltage,
Ethio telecom network, inaccessibility of vending units in Sundays and holidays,
etc… The study also showed the perceptions of customers about the prepayment
metering system. Finally the study recommended some possible actions to be
taken by the company. These recommendations will be applied to solve the
problems which were clearly stated in this research. |
