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An evaluation of the quality customer service delivered by Eskom to rural household customers in the Eastern Cape

[Abstract - Conclusion]: This research study confirms the theory in the literature review on delivery of quality service to customers and premise that there is a statistically significant difference between Eskom service as perceived by rural prepaid household customers and their expectations. This study also highlights the need for Eskom management to take into cognisance the unique rural prepaid customer service needs and how to meet them, perhaps a differentiated service approach rather than a one-strategy-fits-all approach. This is in view of gaps created between expectations and perceptions of service, especially in the reliability dimension that could require a concentrated or changed performance approach to close them.

Identiferoai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:rhodes/vital:838
Date January 2011
CreatorsMyoli, Mncedi Eric
PublisherRhodes University, Faculty of Commerce, Rhodes Business School
Source SetsSouth African National ETD Portal
LanguageEnglish
Detected LanguageEnglish
TypeThesis, Masters, MBA
Format135 leaves, pdf
RightsMyoli, Mncedi Eric

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