Switching from Post-paid to Pre-paid Models: Customer Perception and the Organisational Role in Managing the Change: A Case Study of Botswana Power Corporation

Abstract

This case study examined the perceptions of the consumers after the switch over from post-paid to pre-paid electricity billing model by Botswana Power Corporation and at different parameters that measure the satisfaction of customers on the utility service provided by service providers. The study also focused on customer perception on how the Botswana Power Corporation managed the change with a view to see whether the overall satisfaction had increased or decreased. A non-probability type of sampling was used and questionnaires were used as data collection instrument. The findings indicate that the customers have embraced the pre-paid billing system and that they have recognized the benefits of conversion to the pre-paid model. The positive perception on the prepaid system requires that the Botswana Power Corporation should make certain that quality service, better network, and regular check on the meters are carried out to ensure that the positive perception is maintained at the highest level. It is also recommended that in future, changes should be communicated to the customers on time to address any possible negative perception about the change and to ensure customer buying-in to the changes beforehand.