[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.
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:rhodes/vital:838 |
| Date | January 2011 |
| Creators | Myoli, Mncedi Eric |
| Publisher | Rhodes University, Faculty of Commerce, Rhodes Business School |
| Source Sets | South African National ETD Portal |
| Language | English |
| Detected Language | English |
| Type | Thesis, Masters, MBA |
| Format | 135 leaves, pdf |
| Rights | Myoli, Mncedi Eric |
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