Effect of Prepaid Metering System on Customer Satisfaction in Niger State, Nigeria

Abstract

Energy consumers in Nigeria have long complained about Distribution Companies' unfair billing practices, exorbitant monthly electricity bills resulting from meter estimation rather than accurate meter reading. The study's objectives were to establish the relationship between the prepaid metering system and customer satisfaction; and evaluate the level of satisfaction concerning the usage of the prepaid metering system in Niger State, Nigeria. In carrying out the study, the structured questionnaire was administered to 393 randomly chosen re-spondents drawn from prepaid meter users, out of which 344 responded, gener-ating a response rate of 87.5%. The data derived were subjected to spearman cor-relation and multiple regression models. The major findings from the study showed a significant, moderate, and positive relationship between the prepaid metering system and customer satisfaction. Additionally, three significant pre-dictors, Affordability, Availability, and Flexibility with p < .01 are statistically significant. Further findings from descriptive statistics revealed that users had the highest level of satisfaction with their privacy as a result of no meter readers and no accumulated. The study concluded a positive and beneficial link between the prepaid metering system and customer satisfaction. Therefore, the study recommends good customer care units and a marketing campaign for better knowledge of the prepaid metering system.