ASSESSMENT OF UTILITIES SERVICES PAYMENT QUALITY AND CUSTOMER SATISFACTION: THE CASE OF KIFIYA FINANCAL TCHNOLOGY - SELECTED LEHULU CENTERS IN ADDIS ABABA

Abstract

This study focused on the assessment of utility services payments Quality and customer satisfaction of Lehulu service centers of Kifiya Financials Tech Plc. The main objective of the study was to assess the customer’s satisfaction level with Utilities services provision of the selected Lehulu service centers. To achieve the objective, a mixed research approach was employed and sample data was collected from 200 customers by survey method. The collected data was analyzed by using descriptive analysis with help of SPSS and Microsoft office excel. The result of the study revealed that customers were satisfied in the aspects of lehulu service centers office location, file and record management, office service hours of lehulu service centers. However, customers were dissatisfied with waiting and parking facility, services within time standard, employees’ confidence, provision of accurate information, and complaints handling efficiency of the service centers. Furthermore, the study found that the overall satisfaction of customers with the Utility payment services quality in the four selected Lehulu service centers in Addis Ababa was 40%. Moreover, the study shown that, major service delivery problems in Kifiya-Lehu Utility service centers that encountered customers and lead them to be dissatisfied are Long queue, limited waiting & parking areas , poor complaints handling system , shortage of bill collectors (Counters), Electric power and system failure) and staff skill & knowledge gap, respectively. Therefore, the researcher suggested that Kifiya –Lehulu should create conducive working environment and facilities, provide services within the promised time standard using better modern technology, give training to lehulu employees and, strengthen complaints handling mechanism and develop strong and consistent internal and external integration and co-operation with other government Agencies and customers. Finally, a due attention should be given to service quality dimensions to enhance customers’ satisfaction level in the Lehulu Utilities services payments centers.