Evaluation of Service Delivery in Utility Companies in Zambia: A Case Study of Zambia Electricity Supply Corporation Limited

Abstract

This study evaluates the service delivery of utility companies in Zambia, with a focus on Zambia Electricity Supply Corporation Limited (ZESCO). A quantitative approach was employed using a survey design to assess customer satisfaction, loyalty, and service quality. Data was collected through structured questionnaires and analyzed using Microsoft Excel and SPSS (version 27.0). Wilcoxon, Friedman’s, and Spearman’s Correlation tests were conducted to measure customer satisfaction levels, loyalty, and the relationship between service quality and customer perceptions using the SERVQUAL model. Findings indicate that the majority of respondents were dissatisfied with ZESCO’s service delivery. However, despite this dissatisfaction, many customers expressed continued loyalty to ZESCO. The SERVQUAL analysis revealed variations across service dimensions, with strengths in responsiveness and empathy but deficiencies in tangibles, reliability, and assurance. A strong positive correlation between service quality and customer satisfaction was identified, which emphasized the critical role of reliability and assurance in improving overall customer experience. The study concludes that addressing deficiencies in service quality is essential for enhancing customer satisfaction and loyalty. It recommends that ZESCO invest in infrastructure development, staff training, and strategic customer service initiatives to align service delivery with customer expectations and improve overall efficiency. Keywords: Service Delivery, Utility Companies, ZESCO, Customer Satisfaction, Service Quality, SERVQUAL Model, Customer Loyalty