Msunduzi municipality customer care : an investigation into customer care offered to industrial and commercial customers by Pietermaritzburg electricity within the context of Batho Pele principles.

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dc.contributor.advisor Soni, Sanjay.
dc.creator Mchunu, Simphiwe Emmanuel.
dc.date.accessioned 2010-09-10T11:12:34Z
dc.date.available 2010-09-10T11:12:34Z
dc.date.created 2006
dc.date.issued 2006
dc.identifier.uri http://hdl.handle.net/10413/1078
dc.description Thesis (M.B.A.)-University of KwaZulu-Natal, Pietermaritzburg, 2006. en_US
dc.description.abstract Pietermaritburg Electricity provides electricity to all residents living within its area of license which is mainly within the Msunduzi Municipality boundary. PE has in excess of 66 000 customers, 600 of which are industrial and commercial. PE customers service is regulated by the Batho Pele - 'People First' White Paper on Transforming Public Service Delivery published on 18 September 1997. This White Paper dictates how the service will be provided by public service institutions to public members. This research will endeavour to investigate customer care offered to industrial and commercial customers by Pietermaritzburg Electricity within the context of Batho Pele Principles. A sample size of 242 was chosen and 238 of the sample responded 10 of which were spoilt. 228 responses were analysed and an attempt to understand the performance of PE as far as customer service is concerned was made. A meeting was held with PE's senior management to understand their commitment as far as customer service offered to industrial and commercial customers is concerned within the context of Batho Pele Principles. The survey responses as well as the management responses were analysed and conclusions and recommendations were drawn.
dc.language.iso en en_US
dc.subject Customer services--KwaZulu-Natal--Pietermaritzburg. en_US
dc.subject Customer relations--KwaZulu-Natal--Pietermaritzburg. en_US
dc.subject Theses--Management. en_US
dc.title Msunduzi municipality customer care : an investigation into customer care offered to industrial and commercial customers by Pietermaritzburg electricity within the context of Batho Pele principles. en_US
dc.type Thesis en_US

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