Customer Satisfaction. The Impact of ICT Service Delivery on Customer Satisfaction at Kenya Power and Lighting Company (KPLC), Eldoret - Kenya

      Аннотация: This book focuses on the effects of ICT service delivery on customer satisfaction at Kenya Power and Lighting Company (KPLC), Eldoret, Kenya. It discusses perceived payment system, perceived information quality and perceived service quality and their effects on customer satisfaction. The author argues that there is a strong relationship between ICT service delivery and customer satisfaction. He points out that effective use of ICT enhances service delivery and customer satisfaction. Mr. Kennedy Ntabo Otiso recommends that KPLC management should emphasise on training and investment in ICT service delivery in order to enhance customer satisfaction. This book is a must-read for scholars in tertiary institutions and personnel in service industries such as banks, cooperative societies, institutions of learning and hospitality industry.

Ключевые слова: Perception, Quality, customer satisfaction, System, Perceived Service Quality, Customer Loyalty, Customer Retention, Payment System, Information Quality, Perceived Service Delivery