FACTORS AFFECTING CUSTOMER SATISFACTION IN ENERGY SECTOR IN KENYA: A CASE STUDY OF KENYA POWER AND LIGHTING COMPANY CUSTOMERS

The purpose of the study aim was to determine the factors affecting customer satisfaction in energy sector in Kenya: A Case Study of Kenya Power And Lighting Company customers. The specific objectives of the study was to determine how customer service, reliability of power supply, responsiveness to customer needs and perceived quality affect customer satisfaction in the energy sector. It is hoped that the findings of this study will introduce new comparative knowledge for the factors affecting customer satisfaction in energy sector in Kenya. The research design for the study was a descriptive one. The target population was 450 customers, which was form the sample size of 85 customers. The research study was adopting stratified random sampling technique. The data was collected by use of questionnaires and interviews and analyzed using SPSS software. The results of analysis was presented in tables, graphs and charts. From the findings, majority of respondents who were 88% answered Yes that customer service has an effect on customer satisfaction in energy sector in Kenya. Most of the respondents who were 94% answered Yes that reliability affect power supply on customer satisfaction in energy sector. Majority of respondents who were 91% answered Yes that responsiveness has an effect on customer satisfaction in energy sector. On the effect of perceived quality of services on customer satisfaction in energy sector, majority of respondents who were 95% answered Yes. The study concluded that customer service affected customer satisfaction in the energy sector in Kenya as customer service determined how customer issues were attended to. Reliability was an important factor affecting customer’s satisfaction, respondents indicated dissatisfied with KPLC due to unreliable power supply occasioned by frequent power outages. Responsiveness has superb relationship however no large impact on customer satisfaction. Perceived quality has an effect customer satisfaction in the energy sector in Kenya. The study recommended that Kenya power and lighting company should improve its customer service to satisfy the customers. Kenya Power Company improves the reliability of electricity supply reducing response times to assist in power outages. The company should improve responsiveness to customers through clear communication