A customer satisfaction survey of eThekwini Municipality's electricity department.

Abstract

The purpose of the study was to evaluate the competence of eThekwini Municipality in delivering their services to the community and other stakeholders. The aim was to utilise the feedback information to improve service delivery by using the outcome of the research for future strategic and operational planning. Work done by Parasuraman, Zeithaml and Leornard (1985) provides the basis for the measurement of customer satisfaction with the service by using the gap between the customer's expectation of performance and what the customer actually gets. One hundred questionnaires were distributed randomly to the public who access electricity provided by the municipality. The largest percentage of respondents felt that the eThekwini Electricity Department delivered the service on time and that there was consistency as the Department kept its service levels at the same standard for all times of the day. According to the respondents, the staff at the eThekwini Electricity Department was knowledgeable and competent, but there was room for improvement in ensuring that the behaviour of staff inspired confidence. The Department therefore has to be proactive in anticipating any disruptions and ought to notify the community well in advance if there is to be an interruption. Most customers reported their queries in person and most problems were dealt with following the initial complaint. Most respondents believed they got value for money which indicates that the eThekwini Electricity does meet the expectations of the consumer.