Consumer Perception. A Case study of Kenya Power & Lighting Company

      Аннотация: The quality of customer service has been found to a critical differentiating factor for service Companies. Customers are becoming more sophisticated in their requirements and are increasingly demanding higher standards of services.Many service Companies have woken up to the need of improving customer services to compete in today’s highly competitive service environment in-order to attract and keep their customers satisfied. This book is based on study of consumer perception.The objective of the study was to investigate consumers’ expectations and perceptions of service quality offered by KPLC easy pay service.A sample of 100 Kenya power company customers were picked randomly at pay-points and questionnaires administered.Data collected was analyzed using frequency distributions,percentages,mean scores and standard deviation.Findings indicate that perception is hinged on five dimensions-reliability, responsiveness, assurance,empathy and tangibility.Customers’expectations on a service organizations’ performance along all the five dimensions used in the study was found to be high.Perceived service quality gap was tested using paired tailed test with 0.05 significance level.

Ключевые слова: Consumer Expectations, Customer Perception, customer service, KPLC easy pay service