THE DETERMINANTS OF CUSTOMERS' ATTITUDE TOWARD SERVICES OF ETHIOPIAN ELECTRIC POWER CORPORATION : (The Case of South Addis Ababa Region in Woreda Six)

Abstract

The basic objective of the study is to explore the determinants of customers’ attitude towards EEPCO services in South Addis Ababa specifically worda six by considering 3 independent variables; Cognitive, Affective and Conative . The study was performed in quantitative research approaches. To reveal the determinants of customer attitude to ward EEPCO service explanatory research design were used. For selecting sample respondents Convenience sampling technique was used. The sample size was 310 customers of EEPCO. Moreover, structured questionnaires is tools used to gather relevant information and both descriptive and inferential analysis method were applied. The data analysis was processed by IBM SPSS statistical software version 24. All determinant factors have a positive correlation with customer Attitude. A linear combination of all the independent variables considered under the study predicts the variance in the dependent variable customer attitude. The ANOVA test result showed that, the value of R and R2 obtained under the model summary part was statistically significant. The multiple linear regression analysis revealed that all variables have a statistically significant relationship for customer attitude. Generally the tri component models on EEPCO service is significantly determined by these 3 factors of customer attitude. Finally based on the findings of the study, the researcher recommended that EEPCO shall improve the quality of service in the term maintenance, Customer service and transformers and lines performance.