The Impact of Electricity Power Outage on Customer Satisfaction in Rural Areas in Tanzania: The Case of Manyoni District, Singida Region.

Sanga, Paschal Yekonia (2023) The Impact of Electricity Power Outage on Customer Satisfaction in Rural Areas in Tanzania: The Case of Manyoni District, Singida Region. Masters thesis, The Open University of Tanzania.

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Abstract

This study examined the impact of electricity power outage on customer satisfaction in Manyoni district, Singida region. Specifically, examined the relationship between power loss, activity losses, service uncertainty and customer satisfaction. The study used explanatory design through quantitative approach, whereas purposive sampling methods was used to collect information from Government Offices, Micro Enterprises Community, Villagers, Local businesses, Local Government Leaders and Private Firms. The study applied descriptive and inferential statistics in the data analysis. The study found out that power loss, losses in activities, and service uncertainty had positive and significant effects on customer satisfaction. This signifies the fact that customer satisfaction is indeed influenced by electricity outages. The study therefore recommends that service provider should ensure that infrastructures (generation, transmission, and distribution infrastructures) and facilities are certain through major improvements and that there is good and adequate prosperity as far as service quality is concerned. The study also recommends that service providers have the tendency to make preventive infrastructure repairs and maintenance on a routine basis and not wait until mechanical failure results from underproduction electricity, grid outages result from tower tears and wearing, falling down of poles result from rotten poles. The study also recommends that once there is a planned electricity power outage, the service provider should communicate with stakeholders prior to the outage event, and if it is an unplanned outage, the service provider communicate with stakeholders after the event to apologize. Keywords: Electricity Outage, Customer Satisfaction, Power Loss, Losses in Activities and Service Uncertainty.

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