The Implication of Prepaid Metering System on Customer Satisfaction

Abstract

Metering in the Nigerian Electricity Industry is in desperate need of an emergency response to close the large gap in satisfaction. Energy consumers in Nigeria have long complained about Distribution Companies’ unfair billing practices. The objectives of the study were to find out the benefits and challenges of the prepaid metering system among users in Minna, Niger State. The study adopted descriptive survey with a structured questionnaire as part of the research design. The questionnaire sought responses from 100 randomly selected residential (domestic) users of prepaid meter in Minna, Niger State. The findings of the study revealed that the most prevalent benefits of the meter are no accumulated debt; no struggle with bill payment; careful with electricity usage and no disconnection fee. The findings also show that, while customers have been satisfied (benefited) in many ways, the prepaid metering system has also caused them challenges, the highest level of dissatisfaction expressed by users is the delay in receiving and installation of prepaid meters; increase in electricity tariff and limited use of electrical appliances. The findings enabled this study to reach far-reaching recommendations that are thought to be ideal to improve customer satisfaction and reduce dissatisfaction among users and those planning to switch to prepaid meters. These include receiving and installation of prepaid meters on time, decrease in electricity tariff, increase vending points (stations), good customer care service (units)