Analysis of registry users’ satisfaction at Electricity Regulatory Authority, Uganda

Abstract

This study was about the analysis of registry users’ satisfaction at Electricity Regulatory Authority (ERA), Kampala- Uganda. The principle aim of this research was to find out if the registry service ERA provided has any effect on registry users’ satisfaction and for that matter, customer loyalty. Barriers to Registry users’ service provision and any other thing the ERA registry users would like to see in the ERA registry were also researched. Relevant literature related to the study were reviewed with intention of acquiring in depth understanding of the concept. Qualitative research design was used and questionnaires were used to obtain information from registry users and the registry staff of ERA. Other instruments used were interview guide and observation guide that helped the researcher to obtain the relevant information required for the study. Purposive method of sampling was used to carry out the study and a sample population involved 40 respondents from the Electricity Regulatory Authority. Findings from the research revealed that, ERA registry provides appreciable level of registry users’ service; however these are just seen as satisfying. Barriers such as large numbers of registry users with few registry staff, limited registry space and intermittent internet access associated with the electronic registry system affect registry service provision at ERA registry. Registry users at ERA are satisfied with the ERA registry services. And these customers would like the number of registry staff to be increased and larger packing space provided for them. It was recommended that customer service provision at ERA registry should go beyond satisfaction. Strategies that exceed registry users’ expectations should be put in place to delight the ERA registry user.