UNIZIK JOURNAL OF BUSINESS 3(1) 2020                               DOI: 10.36108/unizikjb/0202.30.0110


QUALITY SERVICE DELIVERY AND CUSTOMERS’ SATISFACTION IN THE EEDC ABAKALIKI: TOWARDS THE ATTAINMENT OF SDG7 IN THE NIGERIAN POWER SECTOR
Ngozi Ewuim
Nnamdi Azikiwe University, Awka
Florence Agbodike
Nnamdi Azikiwe University, Awka
Ikechukwu Ogeze Ukeje
Nnamdi Azikiwe University, Awka
Udu Ogbulu
Nnamdi Azikiwe University, Awka
Johnpaul Chukwujindu Onele
Ebonyi State University, Abakaliki
&
Regina Suzana Ojogbane
Nnamdi Azikiwe University, Awka

Abstract:
This paper focuses on Quality service delivery and customers’ satisfaction within the framework of the Enugu Electricity Distribution Company (EEDC) in Abakaliki, Ebonyi State, Nigeria. The motivation behind this research is the persistence of power failure despite the privatization and unbundling policy of Federal Government after it failed to induce efficiency and effectiveness in the defunct Power Holding Company of Nigeria (PHCN). It adopts faceto-face interviews and documentary analyses. The study revealed that factors such as fear of contract review/withdrawal and lack of job security after the probation period (2014-2018) due to change of government are also other challenges that affect the performance of electricity supply by EEDC in Abakaliki. Also, monopoly and customers’ self-pacifist behaviour were found to account for the persistence of the identified challenges identified. Findings further revealed that beating, harassment of EEDC staff and vandalization of power infrastructures by customers due to service failure or as an expression of frustration results in constant high bill estimation since staff cannot freely move to pick accurate meter readings in some premises where they had been confronted regularly. These result in a constant light interruption, overvoltage, load shedding, bulk billing, disconnections, and delay in the new connection. Paper concludes therefore that for the attainment of the current Sustainable Development Goals (SDGs) goal 7, which aims to ensure access to affordable, reliable, sustainable, and modern energy for all by 2030; Public Enterprises (PEs) should invest more in recruiting more qualified staff and improving their condition of service; while government institutionalize the contract concession to remove it from political influence, at least partially and finally, make clear its policy responsibility to assign clear areas of intervention between it and the company and invest robustly in infrastructure.

Keywords: Quality service delivery, customer’s satisfaction, privatisation, power sector, challenges, Nigeria

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