Service Quality and Consumer Satisfaction of Electricity Services Provided by Zanzibar Electricity Corporation

Abstract

The study assessed the service quality of electricity services provided by Zanzibar Electricity Corporation towards customer satisfaction. Specifically, the study examines the continuity dimensions of quality electricity services. The study used a case study research design for a sample of 299 households who were randomly carefully chosen from the population of households in Maindi, Kikwajuni, and Mwembeladu. Descriptive statistics were used to analyse data. The results indicated the level of satisfaction with the continuity dimensions of the quality of electricity services offered among customers. Data showed that more than 55% of customers were dissatisfied with the electricity price, responsiveness, and empathy of the Zanzibar Electricity Corporation, whereas on the factors contributing to the dissatisfaction of customers, data revealed that the majority of respondents 20% were not satisfied with frequency blackouts happening in their areas. Based on the findings, the study concluded that consumer loyalty and value resistance have discovered a positive relationship between changes in consumer loyalty and value resilience. Finally, the study recommended re-evaluating the evaluating technique keeping in mind the end goal to align it with the consumer satisfaction objective and guarantee appropriate comprehension of clients' worries and needs with a specific end goal to serve them legitimately.