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dc.contributor.advisorSoni, Sanjay.
dc.creatorMchunu, Simphiwe Emmanuel.
dc.date.accessioned2010-09-10T11:12:34Z
dc.date.available2010-09-10T11:12:34Z
dc.date.created2006
dc.date.issued2006
dc.identifier.urihttp://hdl.handle.net/10413/1078
dc.descriptionThesis (M.B.A.)-University of KwaZulu-Natal, Pietermaritzburg, 2006.en_US
dc.description.abstractPietermaritburg 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.isoenen_US
dc.subjectCustomer services--KwaZulu-Natal--Pietermaritzburg.en_US
dc.subjectCustomer relations--KwaZulu-Natal--Pietermaritzburg.en_US
dc.subjectTheses--Management.en_US
dc.titleMsunduzi 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.typeThesisen_US


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