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Consumers satisfaction in the energy sector in Kenya

Author

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  • Mutua, John
  • Ngui, Dianah
  • Osiolo, Helen
  • Aligula, Eric
  • Gachanja, James

Abstract

This paper analyzes consumer satisfaction in the energy sector in Kenya to assess the quality and level of service delivery. By use of the European Consumer Satisfaction Index (ECSI), the paper estimates consumer satisfaction in biomass, petroleum, electricity and renewable energy subsectors. The findings are that consumer satisfaction is highest in the renewable energy sub sector at 74.7% followed by petroleum at 62.8%. The electricity sub sector has the lowest consumer satisfaction of 53.06%. Further, it is found that the image of renewable energy providers is also the highest at 72.5% followed by that of petroleum companies at 63.1%. In the electricity sub sector, perceived value scored the highest at 64.2%. The paper concludes that image of a service provider, loyalty of consumers, consumer expectations, perceived value, perceived quality and the way complains are handled are very important factors that determine consumer satisfaction levels. It is recommended that for monitoring and evaluation purposes in the performance of the energy sector, the Energy RegulatoryCommission(ERC) could use the consumer satisfaction index level to evaluate whether the regulatory policies and their implementation are bearing fruit where a high index would be associated with good performance and vice versa.

Suggested Citation

  • Mutua, John & Ngui, Dianah & Osiolo, Helen & Aligula, Eric & Gachanja, James, 2012. "Consumers satisfaction in the energy sector in Kenya," Energy Policy, Elsevier, vol. 48(C), pages 702-710.
    • Handle: RePEc:eee:enepol:v:48:y:2012:i:c:p:702-710
    DOI: 10.1016/j.enpol.2012.06.004
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    Citations

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    Cited by:

    1. Michelsen, Carl Christian & Madlener, Reinhard, 2015. "Beyond Technology Adoption: Homeowner Satisfaction with Newly Adopted Residential Heating Systems," FCN Working Papers 1/2015, E.ON Energy Research Center, Future Energy Consumer Needs and Behavior (FCN).
    2. Dimitrios Drosos & Grigorios L. Kyriakopoulos & Garyfallos Arabatzis & Nikolaos Tsotsolas, 2020. "Evaluating Customer Satisfaction in Energy Markets Using a Multicriteria Method: The Case of Electricity Market in Greece," Sustainability, MDPI, vol. 12(9), pages 1-19, May.
    3. Murage, Maureen Wanjiku & Anderson, C. Lindsay, 2014. "Contribution of pumped hydro storage to integration of wind power in Kenya: An optimal control approach," Renewable Energy, Elsevier, vol. 63(C), pages 698-707.
    4. Irene Muraru & Mary Mwanzia, 2022. "Effect of Complaints Handling by Consumer Federation of Kenya on Consumer Protection in Commercial Banks of Kenya," Journal of Emerging Trends in Marketing and Management, The Bucharest University of Economic Studies, vol. 1(1), pages 171-180, November.
    5. Zailin Zainal Ariffin & Norsuhada Isa & Muhammad Quisar Lokman & Norasikin Ahmad Ludin & Sufian Jusoh & Mohd Adib Ibrahim, 2022. "Consumer Acceptance of Renewable Energy in Peninsular Malaysia," Sustainability, MDPI, vol. 14(21), pages 1-20, November.
    6. Codruţa Mare & Simona Laura Dragoş & Dan Tudor Lazăr & Cristian Mihai Dragoş, 2013. "Consumer protection through prices: an analysis of the energetic sector in European Union countries," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 15(34), pages 327-341, June.
    7. Jabeen, Gul & Ahmad, Munir & Zhang, Qingyu, 2021. "Perceived critical factors affecting consumers’ intention to purchase renewable generation technologies: Rural-urban heterogeneity," Energy, Elsevier, vol. 218(C).
    8. Ong, Ardvin Kester S. & Prasetyo, Yogi Tri & Kishimoto, Ryuichi T. & Mariñas, Klint Allen & Robas, Kirstien Paola E. & Nadlifatin, Reny & Persada, Satria Fadil & Kusonwattana, Poonyawat & Yuduang, Nat, 2023. "Determining factors affecting customer satisfaction of the national electric power company (MERALCO) during the COVID-19 pandemic in the Phillippines," Utilities Policy, Elsevier, vol. 80(C).
    9. Dimitrios Drosos & Michalis Skordoulis & Garyfallos Arabatzis & Nikos Tsotsolas & Spyros Galatsidas, 2019. "Measuring Industrial Customer Satisfaction: The Case of the Natural Gas Market in Greece," Sustainability, MDPI, vol. 11(7), pages 1-16, March.

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