학위논문(석사)--Graduate School of International Studies Ajou University :융합에너지학과,2020. 2
Alternative Abstract
General objective: Construct a comparative picture of the satisfaction levels between prepaid and postpaid subscribers to derive insights and implications.
Design and methodology: Using statistical model, an adapted SERVQUAL model was used for this work based on the responses from a questionnaire distributed to 150 households in Goma and Gisenyi.
Results: A statistically significant difference regarding satisfaction was found between postpaid and prepaid electricity billing system customers; A non-significant relationship between reliability, empathy, tangibility, responsiveness, and customer satisfaction. A significance and strong relationship between service assurance and customer satisfaction. System assurance was proven to be the main key to provide satisfaction and maintain strong relationship with customers.
Originality and value: Differences in satisfaction discovered from response patterns of the prepaid subscribers and postpaid subscribers can be used as basic information for a utility/government who intend to switch from a billing system type to another.
Research limitations: Our sampling was limited to household’s electricity consumers. Further research can be performed by using additional surveys extended to the commercial electricity users and more households in other cities.
Keywords: Customer satisfaction, electricity billing system, Goma, Gisenyi
