Analysis of customer satisfaction with services provided by UMEME LTD since inception. A case study of Ntinda-Kampala (Mutoola Zone-Bukoto II Parish)

Abstract

This study purposely intends to assess the effects of UMEME’s services on the customer satisfaction. To further explain this the study provides an analysis on the different services the company provides right away from the distribution of electricity and its quality, repairing broken poles, prices charged and also response to customer complaints among others and how they affect customer satisfaction either positively or negatively. Further it digs deeper to find out how issues like load shedding influence the level of satisfaction among customers. The researcher will obtain data directly using simple random sampling from the target population using questionnaires. Secondary data will also be used to add onto the primary data source. The researcher uses cross sectional data to assess the effects of the services UMEME gives to its customers. Use of Cochran’s formula (1963) for an infinite population to determine sample size. The findings in this research indicate that there is increased demand for electricity mainly due to the rampant population growth and rural electrification. However, majority of UMEME customers are dissatisfied with the company’s services and if provided an opportunity for another service provider aside from UMEME as a monopoly firm, they would shift with no second thoughts. UMEME as a sole distributor of electricity in Uganda should try and meet the expectations of customers with the major concern among customers being the high charges per unit with the introduction of Yakka metres and listening to their grievances.