ST.

MARY’S UNIVERSITY
SCHOOL OF GRADUATE STUDIES

ASSESSMENT OF IMPLEMENTATION OF POWER

ENERGY PREPAYMENT SERVICE SYSTEM: CASE
OF ETHIOPIAN ELECTRIC UTILITY (EEU)

BY

AMSALU AMNIE

May, 2016
ADDIS ABABA, ETHIOPIA

1
ASSESSMENT OF IMPLEMENTATION OF POWER
ENERGY PREPAYMENT SERVICE SYSTEM: CASE OF
ETHIOPIAN ELECTRIC UTILITY (EEU)

BY

AMSALU AMNIE (ID- SGS/0355/2007A)

A THESIS SUBMITTED TO ST.MARY’S UNIVERSITY,

SCHOOL OF GRADUATE STUDIES IN PARTIAL
FULFILMENT OF THE REQUIREMENTS FOR THE
DEGREE OF MASTERS OF BUSINESS
ADMINISTRATION.

May, 2016
ADDIS ABABA, ETHIOPIA
 ST.MARY’S UNIVERSITY
SCHOOL OF GRADUATE STUDIES
FACULTY OF BUSINESS

ASSESSMENT OF IMPLEMENTATION OF POWER ENERGY

PREPAYMENT SERVICE SYSTEM: CASE OF ETHIOPIAN
ELECTRIC UTILITY (EEU)

BY
AMSALU AMNIE

APPROVED BY BOARD OF EXAMINERS

1. _________________ ___________________ _____________

Dean, Graduate Studies Signature Date

2. ___________________ ___________________ _____________

Advisor Signature Date

3. _________________ _________________ ______________

External Examiner Signature Date

4. _________________ _________________ ______________

Internal Examiner Signature Date

 ACKNOWLEDGEMENT

I wish to render my sincere gratitude to God Almighty for granting me his divine
wisdom, travelling mercies and strength to undertake this research work
successfully.
I also wish to thank my thesis advisor Dr. Matiwos Ensermu for the guidance, patience
and encouragement he gave me during the writing of this thesis.
I wish to thank my lovely family for their patience to give me time and money to study
this project.

I also wish to thank my brother Ayenew Tessera for his support to me without any
hesitation in advising and editing the thesis.

I also wish to express my profound gratitude to all those who have not been
mentioned in this thesis work but contributed to the successful completion of this
thesis. Finally, my special acknowledgement also goes to my respondents,
interviewees and other participants for their support in providing me the relevant
information.

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 Table of Contents pages

ACKNOWLEDGEMENT…………………………………………………………… I
List of Tables ………………………………………………………………………… V
List of Figures……………………………………………………………………….. VI
Acronyms…… ……………………………………………………………………… VII
Abstract…………………………………………………………………………………. VIII
CHAPTER ONE: …………………………………………………………………… 1

Introduction................................................................................... 1
1.1 Background of the Study.......................................................... 1
1.2 Background of the Company…………………………………………….. 2
1.3 Problem Statement................................................................... 3
1.4 Objectives of the Study........................................................... 4
1.4.1 General Objective .......................................................... 4
1.4.2 Specific Objectives........................................................ 4
1.5 Research Questions................................................................... 5
1.6 Significance of the Study.......................................................... 5
1.7 Scope of the Study……. ............................................................ 6
1.8 Definition of Terms................................................................. 6
1.8.1 Definition and Functions of Meters………………………….. 6
1.8.2 Types of Electric Meters ……………………………………….. 6
1.8.3 Definition and Types of prepaid Meters……………………. 8
1.8.4 Integrated Single phase (ISP) Electronic Meter………….. 9
1.8.5 The Integrated Three Phase (ITP) Meter..…………………. 10
1.8.6 The Split Single Phase (SSP) Meter…………………………. 10

CHAPTER TWO: ……………………………………………………………………… 12

2. Literature Review......................................................................... 12
2.1 The technology and Economics of Prepaid Electricity…………. 12
2.2 Customer Experience.............................................................. 14
2.3 Customer Service and Service Quality..................................... 15
2.4 Customer Satisfaction............................................................. 16
2.5 Customers’ Behavior and Marketing Strategies ……................. 16
2.6 Relationship Marketing: Customer Oriented Approach to
Marketing …………………………………………………………………….. 17
2.7 Innovation and Customers..................................................... 17
2.8 Adoption and Resistance of an Innovation ………………………… 18
2.9 Review of Empirical Studies in Energy Prepayment
Service System ………………………………………………………… 19
2.10 Research Gape………………………………………………………………..20

CHAPTER THREE: …………………………………………………………………. 22

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 3.1 Research Design …….……………………………………………………… 22
3.2. Research population ……………………………………………………. 22
3.3 Sample size and sampling scheme ………………………………….. 22
3.4 Method and Instruments of data collection……………………….. 24
3.5 Methods of Data analysis…………………………………………………. 25
3.6 Reliability……………………………………………………………………….26
3.7 Ethical Issues…………………………………………………………………. 26
CHAPTER FOUR: FINDINGS AND DISCUSSIONS………………………….. 28
4.1 Introduction…………………………………………………………………… 28
4.2 Socio-Demographic Characteristics of Customers………………… 28
4.2.1 Sex of Respondents…………………………………………………. 28
4.2.2 Age of Respondents…………………………………………………. 29
4.2.3 Level of Education of Respondents…………………………… 30
4.2.4 Years of Using Prepaid Meters………………………………….. 31
4.2.5 Tariff Class of Respondents……………………………………… 31
4.2.6. Marital Status of the Respondents…………………………… 32
4.2.7 Family Size of the Respondents……………………………….. 33
4.3. Factors of the Perception and Acceptability of Customers
Towards Prepayment Service System……………………………….. 33
4.3.1The Reliability Of Prepaid Service System……………………. 33
4.3.2 Durability of Prepaid Meters…………………………………………34
4.3.3 Characteristics of Cost of Installation…………………………....35
4.3.4 Characteristics of Accessibility of Vending Station………….35
4.3.5 Acceptance of the System around the Respondents Village.36
4.3.6 Acceptance is Because of No Choice………………………………37
4.3.7 Characteristics of Queuing at Vending Station………………..38
4.3.8 The Level of Satisfaction of the Service………………………….39
4.4. Rating of Opinions for those Customers Shifted from Postpaid
to Prepaid Billing System…………………………………………………… 40
4.4.1 Follow up of Customers in Energy Consumption……………..40
4.4.2 Encouraging Colleagues to use the System…………………….41
4.4.3 Using less Power by those who have shifted to the System.41
4.4.4 Characteristics of Blackout since they Shifted to the System..42
4.4.5 Accessibility of Vending Stations………………………………….43
4.4.6 The Frequency of Blowing Housing Appliance…………………43
4.5 Demographic Characteristics of Employees……………………………..44
4.5.1 Sex of Employees………………………………………………………..44
4.5.2 Education Level of Employees………………………………………45
4.5.3 Marital Status of the Respondent Employees …………………45
4.5.4 Work experience of employees………………………………………46
4.6 Factors of Challenges in Implementation of Prepayment System..46
4.6.1 Another Challenge that the Study found was Improper
Handling or Improper Interface of Smart Card………………46

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 4.6.2 Improper Handling or Improper Interface of Smart Card…..47
4.6.3 Possibility of Fraud of Energy or Tariff by Customers………47
4.6.4 Ethio Telecom Network Problem…………………………………..48
4.6.5 Characteristics of Inadequate Voltage……………………………49
4.6.6 Prepaid Meter Hardware Components Failure Due to Poor
Production………………………………………………………………..49
4.6.7 Smart Card Failure Due to Poor Production…………………. 50
4.7 Opinions about the Involvement of Employees in Implementation
of Prepaid Service System……………………………………………………. 51
4.7.1 Employees Awareness on Benefits of Prepaid Meters………51
4.7.2 Installation of Durable Prepaid Meters………………………….51
4.7.3 Establishment of Emergency Response Team………………..52
4.7.4 Increasing Vending Stations……………………………………….53
4.7.5 Characteristics of Free Installation………………………………53
4.8 Opinions about the Participation of Employees in Implementation
of Prepaid Metering System at the Planning…………………………….54
4.8.1 Training is given about Operation and Installation…………54
4.8.2 Employees Having Information about the Intention of the
Organization ……………………………………………………………55
4.8.3 Participation of Employees in Promoting the Benefits of
the System……………………………………………………………….55
4.8.4 Employees Participation about Operation and
Installation……………………………………………………………….56
4.9 Trend of Customers (Growth of Customers per year)
for Seven Years…………………………………………………………………….57
4.10 Non-Parametric Tests…………………………………………………………..57
4.10.1 Chi-Square Test………………………………………………………..58
4.11 The Benefits of Prepayment Metering System…………………………59
4.12. Comparison of Findings with the Literature…………………………..61
CHAPTER FIVE ………………………………………………………………………..63
5. SUMMARY OF FINDINGS, CONCLUSIONS AND
RECOMMENDATIONS……………………………………………………………..63
5.1Summary of Findings…………………………………………………………….63
5.1.1Part One: Findings from the Customers…………………………63
5.1.2Part Two: Findings from the Employees…………………………..64
5.2Conclusion…………………………………………………………………………..65
5.3 Recommendations………………………………………………………………..66
References …………………………………………………………………………69
Appendices…………………………………………………………….. 71

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List of Tables

Table 1: summary of each stratum……………………………………………..24

Table 2: Sex of Respondents …………………………………………………….28
Table 3: Ages of Respondents ……………………………………………………29
Table 4: Level of Education of Respondents ………………………………… 30
Table 5: Duration of Usage of Prepaid Meters by Respondents ………… 31
Table 6: Tariff class of Respondents ……………………………………………31
Table 7: Marital Status of the Respondents ………………………………….32
Table 8: Family Size of Respondents ………………………………………….33
Table 9: Durability of Prepaid Meters …………………………………………34
Table10: Accessibility of vending station ………………………………………35
Table 11: Acceptance of the System around the Respondents Village……36
Table 12: Acceptance is Because of No Choice ………………………………..37
Table 13: Queuing at Vending Station ………………………………………….38
Table 14: The Level of Satisfaction of the Service …………………………….39
Table 15: Follow up of Customers in Consuming the Power ………………40
Table 16: Accessibility of vending stations ……………………………………..43
Table 17: Sex of Employees ………………………………………………………. 44
Table 18: Marital Status of the Respondent Employees …………………….45
Table19: Work experience of employees ……………………………………….46
Table 20: Hard ware components failure due to improper fixing …………46
Table 21: Inadequate Voltage ……………………………………………………..49
Table 22: Smart Card Failure Due to Poor Production ………………………50
Table 23: Employees Awareness on Benefits of Prepaid Meters …………...51
Table 24: Increasing Vending Stations ………………………………………….53
Table25: Training is given about Operation and Installation………………54
Table26: Employees Participation about Operation and Installation………56

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List of Figures

Figure 1: The Reliability of Prepaid Service System ………………………………33

Figure2: Cost of Installation is Free or with less cost…………………………….35
Figure 3: Encouraging Colleagues to use the System …………………………….41
Figure 4: Using less Power by those who have shifted to the System …………41
Figure5: Blackout since they shifted to the System ………………………………42
Figure6: The Frequency of Blowing Housing Appliance………………………….43
Figure 7: Education Level of Employees …………………………………………….45
Figure 8: Interface of smart card and setting system increased failure……….47
Figure 9: Possibility of Fraud of Energy or Tariff by Customers ………………..47
Figure 10: Ethio telecom networking problem ……………………………………….48
Figure 11: Hardware Components Failure Due to Poor Production …………….49
Figure 12: Installation of Durable Prepaid Meters …………………………………..51
Figure 13: Establishment of Emergency Response Team ………………………….52
Figure 14: Characteristics of Free Installation ……………………………………….53
Figure 15: Information about the Intention of the Organization ………………...55
Figure 16: Promoting the Benefits of the System ……………………………………55
Figure 17: Seven years Trend of customers……………………………………………57

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Acronyms

Company- The Ethiopian Electric Utility

EEU- Ethiopian Electric Utility

EELPA -Ethiopian Electric Light & Power Authority

EEPCO- Ethiopian Electric Power Corporation

EEP- Ethiopian Electric Power

CSC –Customer service centers (districts)

Power Prepayment metering system is the system of payment for energy utility
before usage of power with quality service providing.

SERVQUAL- The most popular service quality measure for different service
industries called SERVQUAL (Patrick A.et al. 1996)

SPSS- Statistical Package for the Social Sciences

vii
Abstract
Ethiopian Electric Utility (EEU) is state owned monopoly that transmits,
distributes, maintains and sales electric power nationwide. Ethiopian Electric
Utility (EEU) or former EEPCO (Ethiopian Electric Power Corporation) has been
undergoing various continued utility management practices.

One of the major improvements, as part of the transformation, is the

implementation of power Prepayment (Metering) System, over that of the postpaid
metering service. The postpaid metering service system had been forcing the
company to follow lengthy service processes. That is; reading the postpaid meter,
generating postpaid bill, and collecting money was long process. In order to
support the realization of its long term strategic vision of providing quality electric
service and being competitive in an energy sector, EEU has to improve the service
provision.

The study tried to show about the acceptability and perception of customers, the
challenges of implementing power energy prepayment metering system over that
of post payment, finally the benefits of prepayment system, and the management’s
strategy. The researcher aimed to assess and analyze the existing practice
(quality) of prepayment customer service both from the employees’ and the
company’s perspectives, and thereby proposed possible marketing strategies that
are capable of improving the customer service quality for the subsequent adoption
of prepayment service.

The research used both qualitative and quantitative approach in a descriptive

format. The results or findings of the study showed some challenges which the
EEU and customers are facing. Some of the challenges are in adequate voltage,
Ethio telecom network, inaccessibility of vending units in Sundays and holidays,
etc… The study also showed the perceptions of customers about the prepayment
metering system. Finally the study recommended some possible actions to be
taken by the company. These recommendations will be applied to solve the
problems which were clearly stated in this research.

viii
CHAPTER ONE:

1. Introduction

The introductory part of this study includes brief back ground of the study. This is
followed by highlights of the companies profile and the relevance of power energy
metering system in the ever changing world power utility and service delivery,
particularly in Ethiopian Electric Utility. This section also explains the problems of
study, objectives of the study, the research questions, significance, scope, and the
organization’s challenges and resistance about the implementation of energy meters and
application in general.

1.1 Background of the Study

In the Ethiopian Electric Utility, electricity revenue is collected in two ways: postpaid
and prepaid. Sales are made either in cash or on credit. Adoption of prepaid billing
system in revenue collection eventually witnessed the company’s shift towards a pre-
paid system where customers are required to purchase electricity in advance (Obura, et
al., 2012). Hence, costs associated with revenue collection are likely to be reduced or
eliminated altogether.

In a dynamic and constantly changing business environment, providing a superior

service quality, through an adequate and a strong focus on customer (Chiara G., 2007),
is one of the key factors enabling firms to gain a lasting competitive advantage in
winning the market. For reason this, nowadays marketers, according to R. Ladhari
(2011), are trying to focus more on a continuous monitoring and evaluation of service
quality, involving various innovative offerings and service developments, which have a
direct influence on customers’ service experiences. This is because, better service quality
increases perceived service value and satisfaction, and; improves the service provider's
customer retention and financial performance.

Providing a quality service is therefore about meeting and even, depending on the
company’s capability, and excelling customers’ expectation. In other words, it is the
difference between expectation prior to the service encounter and the actual perceived
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service that the company provides, that makes it to be reliant on the customers’
satisfaction/service experience. (Grönroos, 2008) Thus, companies in various service
industries have to be able to measure the actual service quality in order to take any
corrective measures in relation to improving both the technical and functional qualities,
such as by introducing new and innovative product/service features, revisiting the
established relationship, etc. Therefore, this study has assessed and analyzed the
challenges, perceptions and acceptability of the new system by customers, benefits of
service system, and strategies that company should follow.

1.2 Background of the Company

According to EEU's website (www.et.gov.EEU)/corporation history, Electric Power was
introduced to Ethiopia during Minilik II in the late 19th Century. Around the year 1898
the first power generator was installed to provide electric power to the palace. In
addition to the diesel power generator, the first water power generation plant namely
Aba samuel was constructed on the Akaki river in the year 1912 by Minilik II to supply
electric power to major roads & the public around the palace and small factories.

The effort of the government to expand the electric power supply to the public was
hindered because of the Italian invasion of the country in the year 1936. The Italian
company called Coneil overtook the diesel generator and distribution system that was
owned by the government. In the year 1941 a public organization called Enemy property
Administration was established and retook all the generation and distribution system of
the electric power in the country.

Shewa Electric Power replaced the former company in the year 1948 and managed to
increase power supply to other administrative regions in addition to Shewa. In order to
represent the country as a whole, Shewa Electric was replaced by "Ethiopian Electric
light and Power” in the year 1955 and Board of Directors was appointed by the
government to supervise the company. Then, after eight months of age, the Ethiopian
Electric light and Power with the Ethiopian Electric Light and Power Authority (EELPA)
was established.

2
The purpose of the change in name was the new company to engage in the business of
production, transmitting, disturbing and selling of electric energy to the public and carry
on any other lawful business. Board of Directors was assigned by the government and
its electric power production capacity was 35 GWH with 12500 customers.

In order to accommodate new changes in the country, by regulation No. 18/1997, the
Ethiopian Electric light and Power Authority was transformed to the Ethiopian Electric
Power Corporation (EEPCO) by reorganizing its functions in order to accommodate policy
and economic changes. The purpose of EEPCO was to reorganize the former authority
on the principles of commercialization and decentralization.

In 2013, the Ethiopian Electric Power Corporation has been divided into two separate
companies namely; the Ethiopian Electric Utility and the Ethiopian Electric Power. This
study was focused on the Ethiopian Electric Utility because all the customers are getting
service from this company.

The current annual electricity production capacity of the utility is about 2400 MW and
the number of customers is more than 2.5 million. Among this, about 251,188
customers are using prepayment system. Although the utility has been increasing the
number of customers by more than 20% annually, this does not mean that the utility
has met the demand for electric power. The utility has a plan to increase the number of
customers to double by 2017. To achieve this plan, the government is constructing mega
hydro, wind and geothermal electric power generation plants in different parts of the
country. The company (EEU) is doing its duty with about 12978 permanent employees
totally. (EEU report, 2014/15)

1.3 Problem Statement

Prepayment system has been getting a continued confrontation from the customers even
if the company kept on using different promotional tools and marketing strategies in
order to increase the number of (early) adopters, such as providing the meter and its
accessories free of charge for those wishing to change the older meter, as well as retain
those who have tried the new service through better management of its relationship with

3
existing customers. As a result of this most customers have less confidence in the
company, based on their past relationship, especially following after the implementation
of the new billing system. At a time there was a record of high number of customer
complaints in its history (EEPCO report 2009/2010). In addition, those who adopted the
new prepaid metering system service are often heard presenting their service which
creates the system lacks consistency in delivering right services of right quality in the
right quantity and time. Specifically power supply fluctuation and inadequate voltage
that can affect the workers’ full service provision as the customers need. In addition to
that the company prepaid system is being affected by Ethio- Telecom networking
system, as (EEU/Western Addis Ababa region districts complaints record report,
2013/14).Due to the challenges mentioned above, the implementation of energy
prepayment system in some areas is still under quotation. These and other challenges in
the company in relation of customers prompted the researcher to do his research on this
topic.

1.4 Objectives of the Study

1.4.1 General Objective
The general objective of the study was to make an assessment and analysis of
customers’ perception, acceptability and challenges in implementing power prepayment
customer service system over that of the Conventional (post paid metering) customer
service in the process of improving the company’s customer service quality and thereby
proposed some possible recommendations for the subsequent improvement.

1.4.2 Specific Objectives were to:

 Assess the existing challenges of power prepayment service delivery process
system.
 Assess what type of marketing strategy must be suited in order to overcome the
existing challenges of customer services( with the implementation of prepayment
customer services)
 Assess the trend (customer growth) in using energy prepayment system.
 Assess the perception and acceptability of customers towards prepayment service.

4
  Find out the benefits of prepayment metering system to the company.
 Make appropriate recommendations for the successful implementation of the
prepayment metering system.

1.5 Research Questions

To investigate the stated problems intensively and extensively, the study had to answer
the following basic research questions:

 What are the existing challenges in implementing prepaid energy metering system
in relation to providing an adequate and quality service that the company is
aiming to provide?
 What type of marketing strategies best suit in order to overcome the existing
challenges of customer service (with the implementation of energy prepayment
customer service)?
 How is the trend (customer growth) towards using energy prepayment system?
 How is customers’ perception and acceptability towards energy prepayment
system?
 What are the benefits of prepayment metering system to the company?

1.6 Significance of the Study

The outcomes of this study will help the concerned parties, including the decision-
makers in the company to identify the current problems in the company and take the
corrective measures. More over this study will be used as a reference material for
students and other interested groups who seek to conduct an in depth study on power
prepayment services in the company. In addition to that the study will help the
researcher to get knowledge in this area and to have deep insight for conducting further
research.

5
1.7 Scope of the study
This study was limited to the assessment and analysis of power prepayment services in
EEU customers. In terms of geographic scope, the research was limited to western Addis
Ababa region only. This is because of time and budget limit. Besides, the researcher
believed that the selected region can represent the whole population as the
characteristics of the system in one region are the same as the others. In western Addis
Ababa region there are 10 district customer service centers or vending stations which
are using energy prepayment system. The research study covered all the districts as
stratified proportion (Customer data base, December 2015)

1.8 Definition of Terms

1.8.1 Definition and Functions of Meters
Electric meters measure the amount of electric current supplied to a shop, house or any
other source including machines. The electricity board has different terms and
conditions for installing various electric meters depending on their usage. These meters
help in measuring the amount of electricity being utilized by various sections of society,
and therefore, should not be tampered with Electricity cannot be stored in large
amounts, and hence, needs generators to produce it. Electric meters are designed to
reduce power consumption during peak hours and also control the power supply to
different consumer sections. Electric meters are broadly classified into two categories –
electromechanical meters and electronic meters. Further, they can be of various types
such as numeric display meters, standard meters, variable rate meters, prepayment
meters, electromechanical meters, etc.

1.8.2 Types of Electric Meters

Numeric Display Meters – The numeric display meters display the reading in a numeric
form. The first five numbers should be read in these meters starting from left to right.
Electromechanical Induction Meter or Standard Meter – The most commonly used
electric meter is electromechanical induction meter or standard meter that operates by
counting the revolutions of an aluminum disc. It measures the electricity in kilowatt-
hours. In this case, the units are charged at the same rate throughout the day. The

6
electric energy being used is directly proportional to the number of revolutions of the
disc. These types of meters are generally used on single phase alternating current (AC)
supply.

Prepayment Electric Meters – The prepayment electric meters accept tokens or prepaid
cards to get electricity supply. The customer has to pay the charges for the power supply
in advance. One can also top-up the amount for extending the period of electric supply
or when the balance over the supply is automatically cut off by a relay in the electric
meter.

Solid State Electric Meters – The solid state electric meters can be read automatically
and their power displayed on an LCD screen. They calculate and show the exact value of
the electricity consumed rather than its amount. The rate of the unit consumed varies
according to the time and day of the week. They can also record, supply and load
parameters such as power factor, reactive power, maximum demand, etc. Such types of
meters use the remote meter reading technology.

Electronic Meters – The latest electronic meters are based on automatic meter reading
or remote meter reading technologies. They use GSM, GPRS, Bluetooth, etc. to transfer
the information related to power consumption. They store the usage profiles and the
load requirements of a consumer and process it accordingly. Electric meters also help in
detecting energy theft or any attempts at meter tampering with the help of their inbuilt
automatic sensors.

Smart Meters:- Smart meters are the latest in energy meter technology: instead of
simply providing a total of energy consumption in your home like many conventional
meters, smart meters can provide you with detailed information on how and when you
used your energy. They also communicate with the electricity company, sending and
receiving information so that no one need come out to read your bill and the energy
supplier does not need to estimate your bill. There are many ways to get a smart meter
reading. These include using a monitor, online monitoring and looking at your bills (UK
Power Limited, 2012).

7
1.8.3 Definition and Types of Prepaid Meters .

A Prepayment Meter is an easy way to pay for your gas and electricity. It allows you to
pay for your energy supply before you use it. If you would like to pay for your gas and
electricity in this way, it can be easily fitted into your home, providing it is safe and
practicable to do so.

A Prepayment meter will charge for any gas or electricity as you use it. It may also be
used to recover any outstanding debt from you at an agreed weekly rate. Some electricity
Prepayment Meters may also take a weekly amount to cover fixed unit charges as part of
our two-tier pricing structure. When we install a Prepayment Meter, we will provide you
with details of our gas or electricity charges. Where there are any additional charges in
connection with your Prepayment Meter, we will always tell you what they are
beforehand.

According to UK Power Limited (2012), Prepayment meters work in exactly the same way
as their name would suggest; instead of paying for your electricity after you have used it,
you pay before. UK Power Limited (2012) also noted that, there are two main types of
prepayment meters.

The first, standard prepayment meters may either display one or two readings and these
should simply be read as above like other meters.

The second type is meters connected to the Pay-point network. This system works by
accepting tokens, usually in the form of plastic keys which can be bought and then your
supply ‗topped up‘.

According to Measurement Canada (2006), Prepayment metering is the trade

measurement of electricity or gas which is required to be purchased by a consumer in
advance of the consumption of electricity or gas. Generally, in a prepayment application,
a consumer must prepay for electricity or gas in order to activate their load through the
meter. The types of prepayment applications for electricity and gas may vary and can
range from a simple advance monetary payment for electricity or gas to the pre-purchase
of a fixed quantity of electricity or gas. In principle, under a prepayment application, the

8
consumer may not receive a subsequent bill as payment is made in advance for
electricity or gas. The terms and conditions for prepayment are established by the
electricity and gas contractors (also referred to in the industry as suppliers or energy
providers), and are subject to regulation. The design, construction, performance,
installation and usage of meters intended for prepayment applications are subject to
regulation in most countries.

Prepayment Electric meters now come in various types. Among them are:

1.8.4 Integrated Single Phase (ISP) Electronic Meter

The Integrated Single Phase (ISP ED) meter is a compact, two wire, keypad-based
prepayment electricity meter in a housing compatible with the ESKOM standard
common base electricity dispenser socket(Meter Mate, 2012).

This meter is most suited to new reticulation and is directly and easily interchangeable
with common base prepayment meters from other approved manufacturers using the
common base configuration. User interaction with the meter and access to meter
information (such as a low credit warning, energy consumption, and load contactor
status) are available using the keypad and LCD display.

The ISP ED meter is based on the ESKOM Specification, which calls for a prepayment
meter that can be fitted into a standard, plug-in common base. This concept ensures
simple installation and replacement procedures.

The meter is keypad based, fully STS compliant and supports the 20 digit STS
encryption algorithms. The meter has a wide range of information registers which can
easily be accessed by pressing the information button on the keypad and then entering
the number of the register.

The plug-in-base, which also conforms to ESKOM‘s specifications, allows the

commissioning of the meter to be separated from the installation of the wiring, thereby
adding flexibility and installation convenience.

9
1.8.5 The Integrated Three Phase (ITP) meter

The Integrated Three Phase (ISP) meter is a four-wire 100 Amp per phase, keypad-based
prepayment meter in a compact BS housing. The meter is suitable for residential,
commercial and light industrial environments. The meter also features a dedicated
diagnostic indicator which shows the status of communication to the optional remote
customer interface unit (CIU).

The meter has two parts, the prepayment meter and the customer interface unit. The
meter is connected to the customer interface unit by a two core communications wire up
to a distance of 130 meters. It operates independently of the customer interface unit and
is usually installed in a secure, locked enclosure outside the consumer‘s home. The
customer interface unit is compact with a user-friendly keypad and display. An optional
local keypad and display can be fitted to the meter at the time of manufacture. The
meter also features a dedicated diagnostic indicator which shows the status of
communication to the customer interface unit.

The meter contains all critical metering, token decryption and load control functionality.
It operates independently and is immune to any form of tampering on the Customer
Interface Unit.

The meter is usually installed outside the home in a secure, locked enclosure which
should not be accessible to the consumer. This facilitates easy inspection by the utility
at any time and reduces the opportunity of fraud by tampering.

1.8.6 The Split Single Phase (SSP) Meter

This is a compact, two wires, keypad-based prepayment electricity meter which

comprises two parts, the Energy Management Unit (EMU) and the Customer Interface
Unit (CIU). User interaction with the meter and access to meter information (such as a
low credit warning, energy consumption, and load contactor status) are available using
the keypad and LCD display on the CIU.

The meter consists of two parts namely, the CIU and the EMU. The CIU is the
customer‘s only interface with the meter, and is a compact unit with a user-friendly

10
keypad and display. It is usually installed in a convenient location in the consumer‘s
home - remote from the EMU, and is connected to the EMU with a pair of
communications wires.

The EMU contains all critical metering, number decryption and load control
functionality. It operates independently and is immune to any form of tampering on the
CIU interface. The EMU is usually installed in a secure, locked enclosure, typically a
pavement kiosk or pole-mounted equivalent. It is outside the consumer‘s home to
facilitate easy inspection by the utility at any time and to reduce the opportunity of
fraud by tampering. As an option, the EMU can be supplied with its own LCD display
and keypad, which allows the utility to view important meter parameters without the
need for an interrogation tool.

11
CHAPTER TWO:

2. Literature Review
In this section, different sources of literatures, which were used for the subsequent
analysis of the empirical findings, are reviewed, discussed, compared and contrasted
with respect to (customer) service quality and some other important points in the
application of energy prepayment system.

2.1 The Technology and Economics of Prepaid Electricity

Prepayment systems refer to the outlay made by a consumer for using a good service
before consumption. In the case of electricity, the distinctive feature of the prepayment
system is the reversion of the conventional commercialization system: whereas in the
latter consumers hold a consumption credit because they pay for their energy bills
periodically and after consumption, in the prepayment system such credit is not
available because the purchase and payment of energy are made prior to consumption.
Thus, prepaid systems allow users to consume energy only when they have credit in
electricity account, as supply is discontinued when such credit is exhausted (Kwan et al,
2002). A Prepaid Energy Meter enables power utilities to collect electricity bills from the
consumers prior to its consumption. The prepaid meter is not only limited to Automated
Meter Reading [AMR] but is also attributed with prepaid recharging ability and
information exchange with the utilities pertaining to customer‘s consumption details
(Southgate et al, 1996).

The prepayment technology was initially developed in South Africa in the late 1980s
with the objective of supplying energy to a large number of low-income and
geographically dispersed users. The system was initially geared to minimizing the
difficulties arising from users irregular incomes and to overcoming the limited
development of the infrastructure required for the dispatch and reception of credit slips.
By the late 1990s, prepayment systems were very popular in India and in some OECD
countries (Estache et al., 2000), and had probably reached their highest development in
Great Britain (Waddams et al., 1997). In Argentina, prepayment meters were firstly

12
introduced in 1993, when Energía Mendoza Sociedad del Estado (EMSE) put a few
running in small shops at the Mendoza Bus Central Station. The experience was soon
extended to other communities in the country.

From a technological point of view, the prepayment system consists of three well
differentiated components. The first is a service meter installed at the unit where energy
will be consumed, such as a household dwelling or a store. In general, these meters are
of the ―two-gang‖ type and consist of a user‘s interface unit and a current measuring
set. The interface unit is a device installed inside the building, which allows the user to
―interact‖ with the meter. The metering unit, on the other hand, is the intelligent
component that stores credit and consumption information and it makes up the element
that either clears or switches off electricity supply. The second component of the system
is the so-called credit dispensing unit, which is the vending machine where consumers
can purchase electricity credit. In general, these sales outlets are located at the utility‘s
commercial offices as well as in stores with long opening hours. The third component is
the supporting device that links the various sales outlets to the utility‘s management
system.

The way the system works for the user is simple. The user purchases energy at the sales
outlet and, as part of the operation, receives a credit slip and a supporting device that
identifies the operation, which may be a voucher with an identification code or another
with a magnetic support. The user then utilizes the device to add on her new
consumption credit, either by entering a code or inserting the magnetic medium into the
interface unit, which in both cases will be possible only if the device identification
matches that of the meter.

The measuring unit then clears consumption of the amount of energy purchased and
also displays, in real time, the available credit remaining for consumption. The meter
switches off when credit is exhausted, and it switches on again only when the device
corresponding to a new purchase is inserted.

From an economic perspective, the reversion of the commercialization system as implied

by prepaid meters translates into changes in the cash flow of the utility and in

13
consumers´ behavior. In the case of the firm, prepayment systems may result in a
decrease in metering, billing and disconnection and reconnection costs. The fact that
payment is made prior to consumption implies both a significant improvement in the
collection of revenues and a reduction of working capital. Moreover, prepaid systems
may constitute a way to provide more flexible payment options to users with minimal or
unreliable income streams without increasing transactional costs to the firm. From the
consumer‘s perspective, prepayment systems may result in a better understanding of
how much energy is being consumed, inducing more control of energy use and budget
management (Tewari and Shah, 2003). However, these apparent improvements are not
cost free: not only the change from conventional to prepaid electricity imply a change in
consumption habits, which may reduce the utility of consumers, but also it may result
in too few electricity consumption or in the self-disconnection of poorer groups of
consumers.

2.2 Customer Experience

Nowadays in global competitive environment, the customer experience factor plays an
increasingly significant role in determining the success of any service offerings. In the
previous years, the growing attention on the customer resulted in an increased focus on
Customer Relationship Management (CRM). More recently, as the number of contact
points between companies and their customers increased, such attention revealed the
fundamental importance of monitoring the many experiences that originate from those
contact points. (Chiara G., 2007, pp. 395)

Marketers, therefore, underline the critical role service quality plays in the customer's
service experience. For instance, researchers demonstrate that better service quality
increases perceived service value and satisfaction; improves the service provider's
customer retention and financial performance; and also enhances a firm's corporate
image (Nguyen and Leblanc, 1998). In addition, researchers also investigated the
drivers of perceived service quality such as demographic factors (the effect of culture
and personal values). (Ladhari et al. 2011)
Customer experience generally ‘‘originates set of interactions from between a customer
and a product, a company, or part of its organization, which provoke a reaction. This

14
experience is strictly personal and implies the (rational, customer’s emotional, physical
and spiritual”). ( Asubonteng,et. Al 2007)

2.3 Customer Service and Service Quality

Service: is a process (Grönroos, 2007) involving a series of intangible activities which,
most of the cases, take place in interactions between the customer and service
employees ‐ and/or physical resources or goods and/or systems of the service provider ‐
which are provided as solutions to the customer’s problems.

It is also generally characterized by, as commonly understood in marketing, such as its

intangibility, variability (heterogeneity), inseparability and perish ability. Service is
intangible in the sense that it couldn’t be touched, smelled, etc. using the senses of our
body except experiencing it in the process of value creation; inseparability refers to the
fact that it can’t be separated from the service provider, as opposed to product offerings;
variability on the other hand is to mean that it is highly variable(heterogeneous)
throughout its production and delivery process, under the influence that both the
customer and the service provider exert (Grönroos, 1990) ; and perish ability denotes
that it is specifically designed to satisfy the needs and wants of a customer at a certain
point in time after which it can no longer be stored or reclaimed to be reused by the
customer.

Service Quality: refers to (Patrick et. al 1996, pp. 62), the ‘‘difference between
customers’ expectations for service performance prior to the service encounter and their
perceptions of the service received.” Service quality theory (Oliver, 1980) predicts that
clients will judge that quality is low if performance does not meet their expectations and
quality increases as performance exceeds expectations. Accordingly, customers’
expectations serve as the foundation on which service quality will be evaluated by
customer. In addition, as service quality increases, satisfaction with the service and
intentions to reuse the service increases.

15
2.4 Customer Satisfaction
Customer satisfaction is a compelling issue because in the service industry customer
retention is more important than attracting new customers. Retaining customers has a
stronger impact on company profit than does attracting new customers. Therefore,
companies, so as to maximize profits in the long term, should strive for zero defection
through customer satisfaction.

There is an increasing tendency to view satisfying customer as going beyond providing

just a technically superior product or service, i.e., defect reduction and continuous
improvement programs. Quality is also as such defined by the customer’s perception,
not by the service provider. However, it should also be born in mind that even if the first
person who is considered as a customer is the buyer (end user), there are several other
people who need to be considered as customer for the reason that their involvement in
the production and distribution of the service or product, or project (Ireland, 1992)
affects the quality of the service.

2.5 Customers’ Behavior and Marketing Strategies

Fishbone developed a ‘‘multi attribute attitude model’’ to better explain and understand
the way customers behave in relation to the introduction of new product. The model is
used to predict the behavior and attitude of customers by focusing on their beliefs
towards multiple products and/or brand attributes. It is understood that that the
‘evaluations of salient beliefs cause over all attitude’, i.e., customers prefer to like
products with ‘good’ attributes and dislike products with ‘bad’ attributes. (Peter and
Olson, 2008)

The model further explains that the strength of the customers’ brand or product belief is
affected by customers’ past experiences where belief about product
attributes/consequences to be stronger when based on actual uses of the product.
Therefore, beliefs based on direct experience tend to have greater impact on the overall
attitudes toward a product thus marketers try to induce potential customers to actually
use the products (eg. Providing free trials of prepayment meter…). Whereas, unlike to

16
experience based beliefs, beliefs from mass advertising or conversations with sales
person tend to be weaker.

2.6 Relationship Marketing: Customer Oriented Approach to Marketing

An emphasis has been given (Szmigin 2003, pp. 79), to ‘‘understanding the importance
of customer behavior with a focus on relationship marketing, i.e., analysis of
relationship with in the social context, which makes the relationship very complex, and
thereby making the customer as an active participant. It is vital to consider customers
as in insiders-making them actively engage as this would help in better understanding
consumers.’’ This will subsequently strengthen and make the relationship mutually
beneficial.

2.7 Innovation and Customers

According to ( Szmigin, 2003), innovation as well as the way producers and suppliers
engage themselves with consumers-innovation as a relationship issue- are key to the
challenge of marketing theory and practices in today’s business. Therefore, in order to
be successful, innovative suppliers need to forge relationship with appropriate
customers by broadening it to embrace the active customers, unlike to the continued
treatment of customers as passive.

This would enable customers to have says on the product which ultimately leads to
benefit the customers in getting the right product, which is tailored toward their needs,
tastes and preferences, and the business, in terms of making the innovation
commercially successful. Customer behavior involves, Peter and Olson (2008),
‘interaction and exchange’ showing that relationship is key for better understanding and
subsequently devise an effective marketing strategy. It is also argued that there has
been fundamental shift in the meaning of innovation for the reason that customers are
no longer focused on only the functional attributes of new product but on other aspects
(of value) too. This reinforces, as explained earlier from that of Peter and Olson, the idea
that consumer behavior is very dynamic and needs to be continuously reviewed.

17
Equally to understanding the people’s differences, characteristics of different adopter
categories, it is also important to analyze innovation differences as to why one
innovation is accepted over the other. An examination of the different relationships
between different people or adopter categories and the innovation differences might in
turn lead to a deeper understanding of reactions and responses in the marketplace.

2.8 Adoption and Resistance of an Innovation

Time is considered relevant in understanding the behavior of customers, because they
do organize, use, create, lose and plan their time. Relating time and innovation, Isabella
(2003, P. 104) by referring to Rogers and Shoemaker’s definition, was considered as ‘‘the
degree to which an individual is relatively earlier in adopting an innovation than other
members of the system.’’

Peter and Olson (2008) too have shown the role of time, by using an adoption curve,
along with the percentage of adoption (diffusion over time) where the curve shows the
adoption process characterized by an upward increasing curve. In the beginning, there
are innovators with 3-5% adoption rate, early adopters with 10-15%, early majority and
late majority with up to 34% each and finally the laggards of 5-6% adoption. Therefore,
unlike to the critics made by different authors, time is important for the success of
innovation as it also guides marketer which strategy and at what time to follow.

However, it shall be acknowledged the qualities, suggested by Rogers, of innovation

(relative advantages, simplicity, observe ability, compatibility, trainability) are equally,
and even more important factors of influencing the degree of adoption.

Customers creativity reveals a wide forms of resistance, some highly proactive and some
possibly unconscious. According to a study result taken from Midgley and Dowling
(2003, pp.111), despite the fact that most individuals are interested in the particular
innovations, the dominant act of behavior was to reject adoption.

There are three scenarios of rejection, i.e. 1) symbolical rejection of innovation on the
basis of the available information that it is not for them-example reading a good review
of a given film but opting not to watch it because it is a violent, 2) Symbolically accepting

18
the idea (innovation) but unable to move to the trial stage for some other reasons
(example a student favoring a store card but unable to own it due to his income) and 3)
Symbolically accepting the idea but postponing the trial till an appropriate time or
situation.

Generally, non-adoption can be explained either by rejection (consumers have processed

the information needed to make the decision not to adopt) or postponement (not wishing
to adopt at a particular time because of the need for more information or more time to
process the information they have).

Resistance, as Szmigin (2003) referred to Rams’ suggestion, becomes less threatening to

marketing if it is not perceived as the opposite of adoption and needs to be effectively
designed as a normal customer process. This makes the success of innovation to rest on
how it is flexible to modification.

Customers also feel about ‘‘the comfort of the status quo’’, i.e. comfort with the existing
consumption(situation) which is also termed as habit(strength) and less motivation to
change this habit especially if the innovation is more of discontinuous type, as explained
above.

2.9 Review of Empirical Studies in Energy Prepayment Service System

According to Seyoum Akele(2012), studied on “Customer Service Quality Electric Power
Corporation (EEPCO),” some of the factors were responsiveness, Reliability, Assurance
and Empathy. The results revealed that attitudinal and perceived behavioral control
factors rather than social influence played a significant role in influencing the intention
to adopt the prepayment system. In particular, perception of relative advantage,
compatibility, trial ability and risk towards using the energy prepayment system were
found to influence intentions to adopt the system. In addition to that the researcher
found some challenges of hard ware components and Ethio telecom network problems.

Another study conducted by Ronald Ontomwa(2014) on “EFFECT OF PREPAID

ELECTRICITY BILLING ON REVENUE COLLECTION COSTS AT KENYA POWER
COMPANY.” The results revealed that there was a significant negative relationship

19
between number of prepaid meters under prepaid billing system and revenue collection
costs. The study result was implied that with more installation of prepaid meters under
prepaid billing system, the revenue collection costs were reduced.
Another study was conducted in Ghana, (Quayson-Dadzie John, 2012) on “CUSTOMER
PERCEPTION AND ACCEPTABILITY ON THE USE OF PREPAID METERING SYSTEM IN
ACCRA WEST REGION OF ELECTRICITY COMPANY OF GHANA.” According to the study
conducted, the researcher concluded that the majority of the respondents thought that
the use of prepaid meters were not acceptable because of the numerous problems
associated with it. Factors among such problems were issues concerning cost of
installation, friendliness of the prepaid meter and durability and reliability .

2.10 Research Gape

The contributions of this study are listed as follows:

 The acceptance of the energy prepayment system is new topic in Ethiopia and so it
is useful to conduct this study, whose result could be used to improve the service
quality in energy sector.
 The power energy prepayment service system has been studied in developed
countries, few in developing countries and it has not yet been investigated more
than one in Ethiopia.
 Helping the top management of the EEU to identify the challenges and the
benefits for the adoption of the service system, as well as to encourage the general
acceptance of new technological innovations in Ethiopian context.
 This study would help other researchers who are interested to conduct further
study in adopting the power energy prepayment system.

The concept of prepaid system is relatively new in Ethiopia. From the foregoing
discussion above, several studies on the global stage have been carried out in reference
to prepaid billing. However, no researches have been done in Ethiopia to show the
efficacy of such as a system as shown in the review of literature above. Evidently,
majority of global literature have concentrated on the qualitative aspects of prepaid,
such as opinion and perceptions of the prepaid users and acceptability of the prepaid

20
system, quantitative aspects of prepaid billing system have not been adequately
explored. Hence no such research has been done on the effect of prepaid billing on
revenue collection costs at all. Therefore, the researcher seeks to invite other researchers
to assess the effect of prepaid billing on revenue collection costs at Ethiopian Power and
disclose any link that may exist between these parameters.

In this study the researcher emphasized how consumers and employees of energy
provider see the prepayment system. Therefore, the views of consumers and employees
of energy providers must also be critically examined in this study.

21
CHAPTER THREE: RESEARCH DESIGN AND METHODOLOGY

3.1. Research design

This study used both secondary and primary data sources. Secondary data were
collected from existing literature while primary data were collected from employees and
customer. The researcher distributed questionnaires, conducted interviews and focus
group discussions (FGD) to collect the data from customers using both qualitative and
quantitative methods. Qualitative data were gathered through (interviews and FGD?)
while quantitative data were collected using (structured questionnaires). The collected
data were analysed using (descriptive statistical methods?) to analyse using computer
software called SPSS.20

3.2 Research population

The customer of Ethiopian Electric Utility (EEU) is very wide which covers the whole
population; due to this the researcher used western Addis Ababa region from four
regions found in Addis Ababa. This region is wider than other regions which includes
ten (10) District customer service centers. Stratified sampling method was used for the
study. It was taken that, western Addis Ababa region within these Districts, has about
fifty seven thousand and two (57002) total customers who are using prepaid system.
From this number of customers, 52,856 were domestic and, 4,146 were general
customers. (Customer data base, December, 2015 . The researcher has taken
representative sample population to conduct this research as shown in the next section.

3.3. Sample size and sampling scheme

In collecting primary data, Stratified sampling method was carried out, and aimed at
accommodating the views and responses of those customers who are having a deviating
demographic profile than the general customers such as in income, education, age and
settlements. Besides, some related questionnaires were also distributed to specifically
selected employees with the help of key-informants of the company. Thus, the
respondents were both new and experienced, those who have a thorough knowledge and
experience working with the prepayment customer service, so as to have a deeper and
better understanding of the subject. This is because the company is characterized by
22
high employee turn-over as well as job rotation that it might be unrepresentative and
illogical to apply a random sampling for all of the customer service centers. Some
structured interviews were also administered to management team in order to know the
strategic issues such as service improvement and promotion strategies.

The qualitative application of SERVQUAL, with the help of the service

dimension/attributes, was used to compare perceived service against expected service
and thereby determine the quality of power prepayment service provision in the
company.

Finally, empirical findings were presented with the help of respondents’ opinions and
views from which analysis and discussion of the empirical findings were forwarded.

The Yamane‘s simplified formula was used to calculate the sample size for the study by
using 95% level of confidential and 5% error (level of precision). It is defined as:

n= N
1+ N(e)2

Where: n—is the sample size

N ---is total population

e= the level of precision

n= 57002
1+57002(0.05)2
n= 397
Extra six respondents were participated additionally.

Total ………….6+397=403

A survey was done to analyze the perception of people towards system in western Addis
Ababa region. The Population was consisted of strata, customer service centers: No.01,
02, 03, 04, 05, 06, (07-was not yet implemented), 08, 09, 10, &11. The total population
number was 57,002. The sample size of each stratum by applying proportionate

23
stratified sampling, the sample size included with contingency was 403 total
respondents of customers.

Solution: Total population, N=57,002

Formula for Population in the strata of n1is, n1= N1/N x n
Table 1: summary of each stratum

No. Customer service centers Population(N) Proportion

Real data
Domestic Genera no.(n)
taken
l proposed
1 CSC No.01-Mexico 2464 276 21 19
2 CSC No.02- Abnet 4638 829 42 38
3 CSCNo.03- B/Gabriel 6354 571 53 49
4 CSC No.04-Ayertena 10766 758 89 82
5 CSC No.05-Kolfe 3290 100 26 23
6 CSC No.06-Merkato 1363 358 13 13
7 CSC No.08-Betel 5844 440 48 43
8 CSC No.09-karakore 11298 699 92 86
9 CSC No.10-Sebeta 6283 97 49 45
10 CSC No.11-Alemgena 556 18 4 5
Total 52856 4146 437 403

Therefore, the sample size that was chosen from the districts for the study consists of
403 respondents of western Addis Ababa region residential (domestic) and non-
residential (general) customers. The industrial establishments were left out because
their installed load capacities were too large for the installation of prepaid meters and
hence do not use prepaid meters.

3.4 Method and Instruments of data collection

The methods of data collection for this study included survey, key informant interviews
(KIIs) and document review. The data collection instruments were questionnaire,
interview guide, and document analysis guide.

24
Since each instrument had its own exclusive importance, questionnaire was selected to
be filled by the sampled customers and employees of the utility. Questionnaires were
distributed to all 420 customers and 22 employees in the sampled service centers of the
Western Addis Ababa region in order to assess their views the challenges and as to how
energy prepayment service system affected the operations and customer satisfaction.
However, among 420 distributed questionnaires 403 respondents of customers were
returned their responses. On employees side from 22 questionnaires 20 respondents
were filled and returned.

In addition to the questionnaires, document review and KIIs were held to cross validate
findings. The KII was addressed some sensitive items which are related with the
promotion, future direction and the improvements of the service. Document review was
also enriching both the qualitative and quantitative data collected.

3.5 Methods of Data analysis

This chapter presented the output of data analysis. The presentations are in the form of
tables, charts, and texts. The data analysis of this study is done using both qualitative
and quantitative methods for the purpose of achieving the objective of the study. The
presentation is made according to the objectives of the study. The analysis below is done
based on returned questionnaires distributed to respondents. The background
information of respondents is deemed necessary because the ability of the respondents
to give satisfactory information on the study variables greatly depends on their
background. of sampled respondents from customers has been presented below as
categorized into; gender, age, education levels, marital status, family size, years of using
prepaid meter, and tariff category in customer side; while categorizing employee, age,
gender, marital status, education level and length of service years in the organization
were included.

For the quantitative data, SPSS software was applied and simple descriptive statistics
such as percentage, charts, graphs etc were used to analyze such data. On the other
hand, qualitative data was analyzed using content analysis technique. Content analysis

25
was the process of extracting desired information from a text by systematically and
objectively identifying specified characteristic of the text (Smith, 2000 as quated in Hoyle
et al, 2002).

More specifically, analysis of qualitative data was carried out on the bases of the
following procedures recommended by Cresswell (2003):
 The data was read a number of times to identify points that were significant for
the study
 Thematic contents were formulated based on the major project questions
 List out the emerging theme titles on a separate sheet in to find connection
between them.
 A master list of themes were produced and ordered coherently. The relevant
information was organized under each theme and was analyzed.

3.6 Reliability
This involves the extent to which the researcher was measuring some attributes in a
repeatable way (Betz and Walish, 1995). Among other factors, reliability of case study
research appears to be affected seriously by the researchers’ bias and by interviewees’
response without proper understanding of the questions (Hoyle, et. al. 2002). While the
researcher’s bias might be inevitable, in this research maximum effort has been made to
avoid all these and other problems. For example, the researcher was tried to put clear
instructions at the beginning and be sure that all questions were answered based on
proper understanding of respondents. Moreover, ethical considerations including
anonymity were helpful in this regard.
It referred the extent to which the data actually measured the specific phenomenon that
the researcher was claiming to study. So in this study, the researcher tried to secure
validity by precisely defining major concepts, matching the items to the research
questions, triangulating data sources, etc.

3.7 Ethical Issues

Ethics as applied to research generally refer to considerations to protect and respect the

26
rights of participants and other parties associated with the activity (Reynolds, 1982).
Similarly, ethical issues of this research had been given special attention starting from
problem identification up to interpretation stage using the ethical guide lines specified
by Cresswell (2003). Respondents were informed clearly about the purpose of the study,
the right to participate voluntarily, the right to ask questions including personal address
of the researcher, the right to get the copy of the study, and the right to have their
privacy respected; the right not to respond to question that they didn’t want to respond
too. On top of these, every necessary care had been taken not to put participants at risk
of social, psychological, physical and economic harm. Still, due attention was given to
the possibility of harmful information that might be disclosed during data analysis
process. The last but not least, the researcher was dreadfully careful about duly
acknowledging all materials and sources

27
CHAPTER FOUR: FINDINGS AND DISCUSSIONS

4.1 Introduction
This chapter presents analysis on the data collected for the study. It relates to
determining customer perception and acceptability on the use of prepaid metering
systems, factors customers consider before accepting prepaid meters and EEU
managements’ strategies in promoting the use of prepaid meters. The socio-demographic
characteristics of respondents are first analyzed to help understand customers’
perception and attitudes in accepting prepaid meters. Additionally this chapter also
presents the findings of the challenges and managements’ strategies aligned with the
objectives of the research.

4.2 Socio-Demographic Characteristics of Customers

The socio-demographic characteristics such as Sex, Age, level of education, years of

using prepaid meters, tariff class, marital status and family size of the customers were
considered in the study.

4.2.1 Sex of Respondents

Table 2: Sex of Respondents

Frequenc
Sex y Percentage

Male 282 70.00

Female 119 29.5

Missing 2 .5
Total 403 100
Source: primary data

The study found that out of the 403 respondents of customers used for the study,
70.00% were males whilst 29.5% were females. This implies that more male customers
are using the prepaid meters than females. The details are presented in table 2 above.

28
4.2.2 Age of Respondents
Table 3: Ages of Respondents

Ages of Respondents Frequency Percentage

18-30 159 39.5

31-45 183 45.4

46-60 53 13.2

Above 60 5 1.2

missing 3 0.7

Total 403 100

Source: primary data

The analysis on the age of respondents indicated that the majority of the customers
(45.4%) were between the ages of 31-45 years. This is followed by customers in the age
group of 18-30 years which constitute 39.5%. Customers with the age group of above 60
years were found to have the least representation of 1.2%. The details are presented in
table 3 above.

29
4.2.3 Level of Education of Respondents

Table 4: Level of Education of Respondents

Level of Education Frequency Percentage

Reading and writing 46 11.5

primary 35 8.8

secondary 140 35.1

diploma 92 23.1

first degree 79 19.8

others 7 1.8
missing 4
Total 403 100.00
Source: primary data

The study found that the level of education of respondents was generally high in the
study area. It was found that as high as 35.1% of the respondents have Secondary level
education and this is followed by 23.1% of those who have diploma level of education,
with only 8.8% having primary school. 19.8% of the respondents however had first
degree education level. This indicates that the majority of prepaid customers have
completed secondary school. The detail is illustrated in table 4 above.

30
4.2.4 Years of Using Prepaid Meters

Table 5: Duration of Usage of Prepaid Meters by Respondents

Duration Frequency Percentage

Less than one year 87 22.0

1-3years 184 46.5

4-6years 77 19.4

Above 6years 48 12.1

Total 396 100.0

Missing 7

Total 403

Source: primary data

The years of using prepaid meters was conducted and the responses were that 46.5%
have used prepaid meters between 1-3 years, 22.0% have also used prepaid meters for
less than a year. A smaller percentage (12.1%) has used prepaid meters for over six (6)
years. The details are presented in table in table 5 above.
4.2.5 Tariff Class of Respondents
Table 6: Tariff class of Respondents

Frequenc
Tariff Class of Respondents y Percentage

Residential(Domestic) 350 86.8

Non-residential(Commercial) 25 6.2

Using both tariff types 26 6.5

2 .5
Missing

Total 403 100

Source: primary data

31
 The study found that 86.8% of the respondents were in the residential
tariff category and the non-residential or commercial tariff category of
respondents made up of 6.2%. Some 6.5% of the customers are using
both commercial and domestic type at the same time. The study indicates
that majority of prepaid customers were domestic. The details are
presented in table 6 above.

4.2.6.Marital Status of the Respondents

Table 7: Marital Status of the Respondents

Marital status of the

respondents Frequency Valid Percent
Single 138 34.7

Married 238 59.8

Separated 14 3.5

Widowed 8 2.0

Total 398 100.0

Missing 5

Total 403

Source: primary data

The study found that 59.8% of the customers are married, 34.7% of the respondents
were single (unmarried). The smallest number under marital status is 2% which is
widowed. The details are presented in table 7 above.

32
4.2.7 Family Size of the Respondents
Table 8: Family Size of Respondents

Frequency Valid Percent

two 81 23.1
three 52 14.9
four 116 33.1
five and above 101 28.9
Total 350 100.0
missing 53
Total 403
Source: primary data

The study found that 33.1% of the customers respond that their family size was
four in number. From the study again 28.9% of the respondents were with the
family size of five and above. This indicates that the prepaid system contains
more family members using single meter. The details are presented in the table 8
above.

4.3. Factors of the Perception and Acceptability of Customers Towards

Prepayment Service System.
4.3.1The Reliability Of Prepaid Service System
Figure 1 : The Reliability of Prepaid Service System

33
The study found that from 403 respondents about 196 strongly agreed that the
system is reliable, followed by 89 of the respondents who agreed, and about 22
respondents who strongly disagreed with the system. From the characteristics of
the reliability, about 285 respondents either strongly agreed or agreed. This
indicates that the system is reliable. The details are presented in bar diagram
above.

4.3.2 Durability of Prepaid Meters

Table 9: Durability of Prepaid Meters

Frequency Valid Percent

missing 18 4.5

strongly agree 107 26.6

agree 126 31.3

neutral 81 20.1

disagree 50 12.4

strongly disagree 21 5.2

Total 403 100.0

Source: primary data

From the research study among 403 respondents except 18 missed, 31.3%
agreed and 26.6% strongly agreed. The smallest numbers with 5.2% of the
respondents were strongly disagreed. This indicates that the prepaid metering
system is durable that since altogether 57.9% of the respondents strongly agreed
or agreed with durability. The details are presented in table 9 above.

34
4.3.3 Characteristics of Cost of Installation
Figure2: Cost of Installation is Free or with less cost

According to the study, the acceptance of the prepayment system regarding

the cost of installation from 403 respondents except 7.4% missed, about
25.3% were in neutral condition which means they are not decided to agree or
disagree. But the study found 41.2% all together either disagreeing or strongly
disagreed that the installation is free or has less cost. The study implies that
the majority of the respondents believe that the installation cost is not free or
does not have less cost. The details are presented above in bar chart.

4.3.4 Characteristics of Accessibility of Vending Station

Table 10: Accessibility of vending station
Frequency Valid Percent

strongly agree 124 30.8

agree 95 23.6

neutral 81 20.1

disagree 49 12.2

strongly disagree 40 9.9

missing 14 3.5

Total 403 100.0

35
 Source: primary data

Out of 403 respondents except 13 missed 124(30.8%) strongly agreed or 23.6%

agreed. The smallest number is 9.9% which is strongly disagreed. From the
study the researcher can conclude that the vending station to purchase the
energy is easily accessible. The detail is presented in the following table

4.3.5 Acceptance of the System Around the Respondents Village

Table 11: Acceptance of the System Around the Respondents Village

Frequency Valid Percent

strongly agree 127 31.5

agree 91 22.6

neutral 63 15.6

disagree 39 9.7

strongly disagree 53 13.2

missing 30 7.4

Total 403 100.0

Source: primary data,

March 2016

The study found that 31.5% of the total respondents strongly agreed
or 22.6% agreed. This means that about 54.1%, which is more than
the average have accepted the system comfortably. The detail is
presented above the table.

36
4.3.6 Acceptance is Because of No Choice

Table 12: Acceptance is Because of No Choice

Frequency Valid Percent

strongly agree 121 30.0

agree 62 15.4

neutral 78 19.4

disagree 69 17.1

strongly disagree 51 12.7

missing 22 5.5

Total 403 100.0

Source: primary data, March 2016

The study found that out of 403 respondents except 22 missed 121(30%) and
15.4% altogether 45.4% either strongly agreed or agreed that the acceptance is
because of not having alternatives. The study implies that the system should
be improved. The detail is presented above table 12.

37
4.3.7 Characteristics of Queuing at Vending Station
Table 13: Queuing at Vending Station

Frequency Valid Percent

missing 15 3.7

strongly agree 76 18.9

agree 84 20.8

neutral 127 31.5

disagree 55 13.6
strongly disagree 46 11.4

Total 403 100.0

Source: primary data, March 2016
Out of 403 respondents except 15 missed about 127 (31.5%) remained
undecided, following 20.8% of the respondents who agreed. Therefore the
study indicates that the majority of the respondents were either neutral or in
favor waiting long time at vending station. The table above 13 shows the
detail.

38
 4.3.8 The Level of Satisfaction of the Service
Table 14: The Level of Satisfaction of the Service

Frequency Valid Percent

missing 10 2.5

strongly agree 90 22.3

agree 90 22.3

neutral 116 28.8

disagree 46 11.4

strongly disagree 51 12.7

Total 403 100.0

Source: primary data, March 2016

The study found that out of 403 respondents except 10 missed about 116(28.8%)
neutral with the satisfaction of the system in general. About 44.6% of the total
respondents were either agreed or strongly agreed with the satisfaction of prepaid
service system. This indicates that the majority of the customers are satisfied with the
service provision of the EEU. But the satisfaction level is not as such very attractive. The
detail is presented above table 14.

39
4.4. Rating of Opinions for those Customers Shifted from Postpaid to
Prepaid Billing System

4.4.1 Follow up of Customers in Energy Consumption

Table 15: Follow up of Customers in Consuming the Power

Frequency Valid Percent

strongly agree 167 56.4

agree 65 22.0

neutral 33 11.1

disagree 13 4.4

strongly disagree 18 6.1

sub total 296 100.0

missing 107 26.6

Total 403 100.0

Source: primary data, March2016

From the study illustrated above table; among 296 respondents except 107
which were not shifted from postpaid, 56.4% strongly agreed and 22.0%
agreed, in sum 78.4% of the customers are following up or controlling their
consumption day to day. This indicates that customers are taking care about
consumption and it contributes saving the power. The detail is presented
above with the table 15.

40
 4.4.2 Encouraging Colleagues to use the System

Figure 3: Encouraging Colleagues to use the System

The study found that among 288 respondents which have shifted their system from
postpaid about 110 strongly agreed followed about 69 who agreed. So that 179
respondents altogether are encouraging their colleagues to use the system. The detail is
presented above by bar chart 4.4.2

4.4.3 Using less Power by those who have shifted to the System

Figure 4: Using less Power by those who have Shifted to the System

41
The study found that out of 288 respondents who have shifted from postpaid
91(31.6%) were neutral while 74 and 69 altogether 143(49.7%) either agreed
or strongly agreed that they use less power since they shifted to prepaid
system. The detail is presented above on the bar chart above.
4.4.4Characteristics of Blackout since they Shifted to the System

Figure5: Blackout since they Shifted to the System

The research study found that among 298 respondents who have shifted from postpaid
system 94(31.5%) strongly agreed and 44(14.8%) agreed altogether 46.3% either strongly
agreed or agreed that they are experiencing with frequently power blackout regarding in
prepaid metering system. The detail is presented above by pie diagram.

42
4.4.5 Accessibility of Vending Stations

Table 16: Accessibility of vending stations

Frequency Valid Percent

strongly agree 60 22.6
agree 53 20.0
neutral 50 18.9
disagree 42 15.8
strongly disagree 60 22.6
subtotal 265 100.0
missing 138
Total 403 100.0

Source: primary data, March 2016

With regard to the accessibility of vending stations, the majority of respondents i.e.
42.6% either agreed or strongly agreed. About 38.4% of the respondents were strongly
disagreed or disagreed that the accessibility of vending station is very difficult. Therefore
the research study indicates that even though the majority has agreed with accessibility,
EEU has to increase the vending stations in order to increase the quality of service. The
detail is presented above table 16.

4.4.6 The Frequency of Blowing Housing Appliance

Figure6: The Frequency of Blowing Housing Appliance

43
The study found that 0ut of 298 respondents shifted from postpaid 143(48%) either

strongly disagreed or disagreed with the frequency of blowing housing appliance.

Therefore the study indicates that the system is user friendly. The detail is presented

above On the bar chart.

4.5 Demographic Characteristics of Employees

The study included those employees who are working directly with the prepaid

system. Those employees are either prepaid system operators or those installing

Meters and maintenance groups. Therefore below their sex, age, education level,

marital status and work experience with system are included in questionnaire

4.5.1 Sex of Employees

Table 17: Sex of Employees

sex Frequency Valid Percent

female 3 15.0
male 17 85.0
Total 20 100.0
Source: primary data, March 2016

From 20 employees there were about 17(85%) males and 3(15%) females. This
indicates that there were more males than females who are working in meter
installation or in System operation. The detail is presented above the table 4.5.1.

44
4.5.2 Education Level of Employees
Figure 7: Education Level of Employees

From the study out of 20 employees 13(65%) are first degree holders, followed
(35%) who graduated in diploma. So that the employees engaged in prepaid
system have minimum qualification of diploma. The detail is presented by Pie
chart above.

4.5.3 Marital Status of the Respondent Employees

Table 18: Marital Status of the Respondent Employees

marital status Frequency Valid Percent

single 7 35.0

married 13 65.0

Total 20 100.0

Source: primary data, March 2016

The study found that from the respondent employees, 65% were married
and 35% were single. The detail is indicated above the table 4.5.4

45
4.5.4 Work experience of employees
Table19: Work experience of employees

work experience Frequency Valid Percent

1-3years 10 50.0

4-6years 4 20.0

above 6yrs 6 30.0

Total 20 100.0

Source: primary data, March 2016

From the study out of 20 respondents of employees 10(50%) have 1-3 years of
work experience and followed 6(30%) with their work experience of above 6 years.
This indicates that the company has both experienced as well as fresh human
resources engaged in the system. The detail is presented above table 4.5.5
4.6 Factors of Challenges in Implementation of Prepayment System
From the following characteristics of the objectives of challenges the findings of the
Study is presented below.

4.6.1 prepaid meter hard ware components failure due to improper fixing
Table 20: hard ware components failure due to improper fixing

Frequency Valid Percent

strongly agree 7 35.0
agree 4 20.0
neutral 2 10.0
disagree 6 30.0

strongly disagree 1 5.0

Total 20 100.0
Source: primary data, March 2016

The study found that 55% of the respondents of the employees either strongly
agreed or agreed that the prepaid meter hard ware components can be failed due to

46
Improper fixing of meters and the like. The detail is presented above the table 4.6.1

4.6.2 Improper Handling or Improper Interface of Smart Card

Fig.8:

As illustrated above by bar chart, about 70% of the respondents both strongly agreed
and agreed that the failure of smartcard is due to improper Handling and improper
interfacing or setting.

4.6.3 Possibility of Fraud of Energy or Tariff by Customers

Figure 9: Possibility of Fraud of Energy or Tariff by Customers

47
The finding of the study indicates that 45% of the respondents either strongly
agreed or agreed with the possibility of fraud; following 40% disagreed or
strongly disagreed. This means that more than the averages of the respondents
believe with the possibility of fraud either in tariff or energy theft. The detail is
presented above by pie diagram

4.6.4 Ethio Telecom Network Problem

Figure 10:

As indicated above by bar chart, the study found that from 20 respondents of
the employees 70% strongly agreed and 20% agreed with the problem of
Ethio telecom network. No respondents disagreed with the problem. This
indicates that the prepaid system is being highly affected by networking.

48
 4.6.5 Characteristics of Inadequate Voltage

Table 21: Inadequate Voltage

Frequency Valid Percent

strongly agree 13 65.0

agree 3 15.0

neutral 2 10.0

disagree 2 10.0

strongly disagree 0 0.0

Total 20 100.0

Source: primary data, March 2016

From the study illustrated above table, about 65% of the respondents of the employees
were strongly agreed and 15% agreed that inadequate voltage is another big challenge
which is being highly affecting the system. This means that the system can’t run with
under voltage. It must meet the standard of voltage range.

4.6.6 Prepaid Meter Hardware Components Failure Due to Poor Production

Figure 11: Hardware Components Failure Due to Poor Production

49
As the bar chart above shows 80% of the respondents strongly agreed or
agreed with the failure of meter due to poor production. Therefore the study
found that the quality of prepaid meters and the like are poor. The detail of
the study is presented above on bar chart

4.6.7 Smart Card Failure Due to Poor Production

Table 22: Smart Card Failure Due to Poor Production

poor production Frequency Valid Percent

strongly agree 6 30.0

agree 4 20.0

neutral 3 15.0

disagree 4 20.0

strongly disagree 3 15.0

Total 20 100.0

Source: primary data, March 2016

The study found that 50% the employees’ respondents either strongly agreed or agreed
with the failure of smartcard due to poor production. But about 35% of the respondents
disagreed or strongly disagreed that failure of smart card is due to poor production.
From this finding the researcher can understand that even though there are other
factors, above the average of the respondents believe smart card failure is due to poor
production. The detail is presented above the table 22.

50
4.7 Opinions about the Involvement of Employees in Implementation of
Prepaid Service System
4.7.1 Employees Awareness on Benefits of Prepaid Meters

Table 23: Employees Awareness on Benefits of Prepaid Meters

Frequency Valid Percent

strongly agree 8 40.0

agree 5 25.0

neutral 5 25.0

disagree 1 5.0

strongly disagree 1 5.0

Total 20 100.0

Source: primary data, March 2016

The study found that about 65% of the respondents of the employees either strongly
agreed or agreed that they are conscious with the system. About 10% of the respondents
strongly disagreed or disagreed. This means that the study indicated that the majority of
the employees engaged with the system have awareness on how to install and how to
operate the system. The detail is indicated in table 4.7.1 above.

4.7.2 Installation of Durable Prepaid Meters

Figure 12: Installation of Durable Prepaid Meters

51
As illustrated in pie chart above 60% of the respondents had not decided whether the
prepaid meter is durable or not. But some 35% of the respondents of the employees
agreed or strongly agreed with the durability of meters. Only 5% of them had disagreed.
This implies that the majority of the employees are not comfortable with the meters and
the system. It needs further improvement.

4.7.3 Establishment of Emergency Response Team

Figure 13:

As illustrated above on bar chart the study found that 45% of the respondents were not
sure whether there is technical emergency team or not. But about 40% either strongly
agreed or agreed that there is an emergency team for any complaints regarding the
prepaid metering system. There were only 15% of the respondents who disagreed with
the establishment of emergency response team. This implies that the majority of the
respondents of the employees do not know whether there is a team established in each
customer service centers that is aimed to maintain the system to run normally and to
reduce customer complain.

52
4.7.4 Increasing Vending Stations
Table 24: Increasing Vending Stations

Frequency Valid Percent

strongly agree 7 35.0

agree 5 25.0

neutral 7 35.0

strongly disagree 1 5.0

Total 20 100.0

Source: primary data, March 2016

As shown in the table above, the study found that 60% of the respondents strongly
agreed or agreed that the vending station is accessible for any customer. But some 35%
of the employees were not sure whether it is accessible or not. Only 5% of them strongly
disagreed with the increasing of vending stations. Therefore, the study indicates that the
majority of the employees supported that the vending station is accessible to purchase
energy. But it was not very attractive. The detail is presented above the table 4.7.3.

4.7.5 Characteristics of Free Installation

Figure 14: Characteristics of Free Installation

53
Above pie chart shows that 45% of the respondents either strongly agreed or agreed that
the installation of prepaid meter is free or less cost. Some 30% strongly disagreed or
disagreed with free installation. And 25% of them were not sure whether it is free or not.
This implies that the majority of the employees agreed that the prepaid meter
installation is free or less costly.

4.8 Opinions about the Participation of Employees in Implementation of Prepaid

Metering System at the Planning.

4.8.1 Training is given about Operation and Installation

Table25: Training is given about Operation and Installation

Frequency Valid Percent

strongly agree 4 20.0

agree 9 45.0

neutral 4 20.0

disagree 2 10.0

strongly disagree 1 5.0

Total 20 100.0

Source: primary data, March 2016

As the study found 65% of the total respondents strongly agreed or agreed that the
training was given about the operation and installation of the prepaid system. About
only 15% of the employees disagreed or strongly disagreed that the training was given,
the rest 20% were neutral in their opinion about the training. Therefore, the majority of
the respondents agreed that the training was given to employees who are directly linked
with the system. The detail is presented above the table 25.

54
4.8.2 Employees Having Information about the Intention of the Organization

Figure 15: Information about the Intention of the Organization

From the above pie chart, the study about 65% of the respondents strongly agreed or
agreed that they have information about the intention of the organization. No
respondents disagreed about it except some 35% who were neutral, i.e. they were not
sure having information about the intension of the organization. This implies that the
majority of the employees were sure in participating with organization plan.

4.8.3 Participation of Employees in Promoting the Benefits of the System

Figure 16: Promoting the Benefits of the System

55
As the bar chart illustrates above 60% of the respondents agreed or
strongly agreed with the participation of promoting the benefits of the
prepaid metering system. Only 10% of the respondents disagreed or
strongly disagreed. Followed 30% were not sure in participating of
promotion. So that the study implies the majority of the employees were
participated in promoting the benefits the system in many ways.

4.8.4 Employees Participation about Operation and Installation

Table 26: Employees Participation about Operation and Installation

Frequency Valid Percent

strongly agree 3 15.0

agree 6 30.0

neutral 6 30.0

strongly disagree 5 25.0

Total 20 100.0

Source: primary data, March 2016

The study found that 45% of the respondents strongly agreed or agreed with
the participation of employees in operation and installation of the prepaid
system. About 25% the respondents strongly disagreed, followed 35% of them
were not sure with the participation. Therefore, the study implies that above
the averages number were participated in installation and operation of the
prepaid metering system. The detail is presented with the above table 4.8.4

56
 4.9 Trend of Customers(Growth of Customers per year) for Seven Years

years 2007/2008 2008/2009 2009/2010 2010/2011 2011/2012 2012/2013 2013/2014

no. of customers 15112 21213 38799 27432 27510 40662 25915
per year

Figure 17:

Source: customer
data base, December
2015
Above is to show about the customer growth for the consecutive seven years trend. As
illustrated in table and in graph, for the first three consecutive years there was
continuous and fast growth of customers in prepaid metering system. After third year
the growth was decreased, but in sixth year there was maximum number of customers
shifted to the prepaid metering system. Even though there are other factors that can be
considered for the growth of customers, the trend implies that there was irregularity of
growth.

4.10 Non-Parametric Tests

In this study the characteristic type of test is probably the most common non-
parametric test which is the chi-square test of independence. However, there are other
non-parametric tests that should be known about.

57
4.10.1 Chi-Square Test
Frequencies
age of respondents
Age group Observed N Expected N Residual

18-30 159 80.6 78.4

31-45 183 80.6 102.4
46-60 53 80.6 -27.6
above 60 5 80.6 -75.6
missing 3 80.6 -77.6
Total 403

educational level of respondents

Education level Observed N Expected N Residual

reading and writing 46 66.5 -20.5

primary 35 66.5 -31.5
secondary 140 66.5 73.5
diploma 92 66.5 25.5
first degree 79 66.5 12.5
others 7 66.5 -59.5
Total 399

family size of respondents

Family size Observed N Expected N Residual

two 81 87.5 -6.5

three 52 87.5 -35.5
four 116 87.5 28.5
five and above 101 87.5 13.5
Total 350

marriage of respondents

Marital status Observed N Expected N Residual

single 138 99.5 38.5

married 238 99.5 138.5
separated 14 99.5 -85.5
widowed 8 99.5 -91.5
Total 398

58
service years of respondents using the system

years Observed N Expected N Residual

below one year 87 99.0 -12.0
1-3 years 184 99.0 85.0
4-6 years 77 99.0 -22.0
above 6 years 48 99.0 -51.0
Total 396

Test Statistics

educational family size service year of

age of level of of marriage of respondents
respondents respondents respondents respondents using system
Chi- 361.429a 167.842b 26.251c 365.296d 105.596e
Square
df 4 5 3 3 3
Asymp. .000 .000 .000 .000 .000
Sig.

1. 0 cells (0.0%) have expected frequencies less than 5. The minimum

expected cell frequency is 80.6.
2. 0 cells (0.0%) have expected frequencies less than 5. The minimum
expected cell frequency is 66.5.
3. 0 cells (0.0%) have expected frequencies less than 5. The minimum
expected cell frequency is 87.5.
4. 0 cells (0.0%) have expected frequencies less than 5. The minimum
expected cell frequency is 99.5.
5. 0 cells (0.0%) have expected frequencies less than 5. The minimum
expected cell frequency is 99.0.

The chi-square goodness of fit test assumes that all of the expected frequencies are less
than 5. This assumption is evaluated by information in the footnote of the test statistics
table.

For this problem, we see that zero cells had an expected frequency less than 5. The
assumption is satisfied.

59
Since, .000 is less than .05; we reject the null hypothesis and find support for the
alternative hypothesis that the observed sample frequency counts differ from the
expected frequency counts based on the population.
4.11 The Benefits of Prepayment Metering System

According to the study findings from primary and secondary source such as manuals,
reports and brushers from the company as well as from the supplier; the benefits of the
prepaid system are as follows:
1. For the customer

 It is transparent
 Easy to add credit to the meter through smart card
 They can control their own consumption
 They can control their budget
 No hassles with bill payment, disconnection or reconnection
 There is no minimum charge
 Require no deposit
 No more disputed bills
 Warning for low credit
 Abnormal voltage protection
 Automated record keeping

2. For the power company also benefits in the following way:

 Upfront payment,
 Improved cash flow,
 Decreased non-technical losses,
 Lower overheads expenses (no meter reading or billing),
 Increased revenue,
 No outstanding debt
 Tamper protection

60
  Non-allowance of over sanctioned load
 Better load management.
 Better customer services
 Automated record keeping
 Create power saving attitude to the consumers

3. Using software to run prepayment rather than hardware has a number of

Advantages:
 Elimination of hardware costs—not just procurement but also installation,
maintenance, and replacement.
 Extension of the program to all interested parties. There are no special meters.
Any advanced meter will do, so long as it includes either remote connect /
disconnect or flow restriction capabilities.
 The utility can use a single billing system for all customers, provided it has
appropriate capabilities.
 Customers can use a utility‘s existing infrastructure for payments. Granted, some
utilities may choose to offer tokens or smart cards, plus the ability to top them up.
Others may choose to offer in-house displays but neither is required.

4.12. Comparison of Findings with the Literature

As compared to the literature, the findings are supporting all the theories. From the
theory it says “the critical role service quality plays in the customer's service experience.
For instance, researchers demonstrate that better service quality increases perceived
service value and satisfaction; improves the service provider's customer retention and
financial performance.”

From the findings, in general the researcher can conclude in both experienced and new
customers; the system is fairly acceptable but it needs further improvement. Because of
these some bad side effects; the majority of customers choose post paid metering
system. This is only for sustainable power supply without any interruption. But in other

61
cases such as financial reports, saving power and money, billing process, etc… are the
benefits that the customer satisfied with the system. In the other hand Ethio telocom
networking, inadequate voltages, poor quality of hardware components of the system,
and inaccessibility of emergency team are some big challenges to provide quality service.

62
CHAPTER FIVE:

5. SUMMARY OF FINDINGS, CONCLUSION AND

RECOMMENDATIONS
5.1 Summary of Findings
The findings derived from the research assessment which are based on the objectives of
the study are: level of acceptability of the prepaid metering system among customers in
the Western Addis Ababa Region of EEU, factors customers consider before accepting
the prepaid meters, existing challenges in service provision, the benefits of the prepaid
system and the strategies in promoting customer acceptability of the prepaid meters.

The findings of the study to be drawn were shaped by the following and have two parts;
they are findings of samples from the customers and employees:

5.1.1 Part One: Findings from the Customers

Characteristics of Customers’ Acceptability and Perception

From the study findings, there is a general perception that prepaid meters are
fairly acceptable to customers in the study area associated with user friendliness,
durability and reliability of the prepaid meters being installed, clarity in financial
report, cost of installation, and in accessibility of vending station. On the other
hand availability of technicians when needed for maintenance and vending
stations especially during holidays, evenings and weekends are big challenges for
their acceptability.
Characteristics of Customers who were shifted from Postpaid to Prepaid
System
Those customers who were shifted from post paid to the new system are
considered to have better knowledge of both systems. This helps the customers to
evaluate, compare and contrast in any aspects. Accordingly, the research found
that the system is good in saving power and money due to the reason that the
customers are controlling and follow-up their consumption daily. In addition to
these customers under this category accepted the system with its user friendly.
However, under this category what they are blaming is accessibility of vending

63
 stations and the experiencing of blackout of power with related to the system. This
might happen due to sudden lasting the power purchased at any time, Or due to
lack of the quality of hard ware components of the meters and the like.

In general the researcher can conclude in both experienced and new customers;
the system is fairly acceptable but it needs further improvement. Because of these
some side effects, the majority of customers choose post paid metering system.
This is only for sustainable power supply without any interruption.

5.1.2 Part Two: Findings from the Employees

Factors of challenges in implementation

With the factors of the challenges, the study found that the respondents of the
employees were determined. According to findings, improper handling of smart
cards, improper fixing of meters, possibility of fraud, poor production of hard ware
components (such as energy meters, smart cards, card readers, relay system),
finally Ethio Telecom networking problems and inadequate voltage or poor
networking of power in some areas were big challenges for employees and for the
company in implementation of prepayment system.

Factors of attitudes of employees in implementation

As the study concluded, the employees responded that even though they have
awareness about the system, they were not sure or not well confident whether the
meter is:
 Durable
 Establishment of emergency team and
 Increasing vending unit.

64
 Factors of employees involvement in planning and participating in
implementation
According to the study, the employees agreed that they were participated in
training, having the information about the intension of the company, in operation
and installation of the system.

Factors of management’s strategy of the system in the future

As the trend shows the growth in number of customers is irregular. The
management team indicated that this has been other factors such as in
accessibility of materials. The main management strategies adopt to promote
customer acceptability of prepaid meters includes education on the benefit of
using prepaid meter, installation of durable prepaid meters, free installation and
increase of vending points.

A minor strategy being adopted by management in promotion of customer

acceptability of prepaid meters is the establishment of an emergency response
unit and the recruitment of more field officers in order to address all technical
issues customers may have promptly.

5.2 Conclusion
To conclude the research study of the Implementation of the Power Energy
Prepayment System it is important to remind that research design adopted for the
study was the descriptive method. Both primary and secondary sources of data were
used with questionnaire as the main instrument for collecting primary data on
customer acceptability, factors customers perceive before accepting the use of
prepaid meters, the challenges of service provision, the employees’ attitude, and
management strategies. The stratified sampling method was used to categorize
customers into the type of tariff whether domestic or commercial. A total sample size
of 403 were drawn out of 57, 002 customers in 10 districts.

It is known that this subsection presents the conclusion of the study. These
conclusions are derived from the findings which are based on the objectives of the
study. The study examined the assessment of customers’ perception, the existing

65
challenges of service provision, the employees’ attitude, and management strategies
towards prepaid metering system in Western A/A Region of EEU. The aim of this
study was to improve customers’ acceptability by determining the level of
acceptability of prepaid meters, analyze the factors customers consider before
accepting the use of prepaid meters, to improve the service quality and determine
management strategy in promoting usage of prepaid metering system, and
determining the benefits of the prepaid system. The conclusions to be drawn were
shaped by the findings of the study and have two parts; they are findings from the
customers and employees. According to the findings some of the basic factors were
discussed. Some of these factors are:

 Characteristics of Customers’ Acceptability and Perception

 Characteristics of Customers who were shifted from Postpaid to Prepaid
System
 Factors of challenges in implementation
 Factors of employee’s involvement in planning and participating in
implementation.
 Factors of management’s strategy of the system in the future

5.3 Recommendations
One of the objectives of the study was to make appropriate recommendations for the
successful implementation of prepayment Metering system. Based on the findings
and the conclusions drawn, the following recommendations are considered to be ideal
for successfully implementing the system.

1. Since there were more male customers than female ones in the study area and the
fact that there are more male subscribing to use of prepaid meters than their
female counterparts. It is being recommended that management should refocus
their public education on the use of prepaid meters on women in order to get a lot
more women to subscribe and to use of prepaid meters. Its education can motivate
female landladies who normally register their property in the name of their
husbands to register their property in their own names so that they can subscribe

66
 and use the prepaid in their facility. In employee side to adjust the number of
females with males, management should encourage female employees to engage in
the system.
2. There is the general perception that prepaid meters are fairly acceptable to
customers in the study area. This perception suggests that the acceptability level
is quite low. As a result of this management should intensify public education as
well as improve on the efficiency of prepaid metering services in order to increase
the acceptability level of customers by addressing their concerns in terms of
installing quality products of hard ware components and increasing prepaid meter
vending points.
3. Customers consider a number of factors before accepting the use of prepaid
meters. Among the key factors are the user friendliness, durability and access to
prepaid vending point. It is therefore necessary that management should focus on
such factors in order to improve the acceptability on the use of the prepaid
meters.
4. Management should not only rely on major strategies of promoting acceptability
such as education on benefits on the use of prepaid meters, free installation,
increase vending points but should also emphasize on the need to establish an
emergency response unit that will attend to all technical emergency issues relating
to prepaid metering issues promptly.
5. In order to overcome the challenges facing the employees in day to day operation
in service provision and for customers to get good service and quality energy, the
company should adjust the power networking problems by the system or by the
site in improving the power distribution line which are being affected by
inadequate voltage.
6. The management of EEU should deal with the partner companies such as Ethio
Telecom Company for poor networking system that aggravates the service problem
and the hard ware components supplier company. In this case the only supplier
company is the ELSWEEDY ELECTROMETER Company which is the Egyptian.
But there are other companies who supply quality products for the other
countries, such as conlog type metering system of South Africa.

67
7. To the interested researchers; the researcher recommended that capable
researchers to conduct a comprehensive research in EEU regarding the prepaid
metering system and other causes for the repeated power interruption in the
country.

68
References:

 Bitner, Mary Jo. (1995). “Building Service Relationships: It’s All about Promises”.
Journal of the Academy of Marketing Science. Vol 23. No. 4. pp. 246-251.
 Chiara G. et al (2007). “Customer Experience: An Overview of Experience
Components that Co-create Value With the Customer”. European Management
Journal Vol. 25, No. 5.
 D.J. Flint et al(2011). ” Customer value anticipation, customer satisfaction and
loyalty: An empirical examination”/ Industrial Marketing Management Vol.40, Issue
2 219–230
 Grönroos, C. (1994). “From Scientific Management to Service Management: A
Management Perspective for the Age of Service Competition”. International Journal
of Service Industry Management. Vol 5. No. 1.
 Grönroos, C. (1984). “A service Quality Model and its Marketing Implications”.
European Journal of Marketing, Vol18. No. 4, pp. 36-44.
 Grönroos, C. (1996). “Relationship marketing: strategic and tactical implications”.
Management Decision. Vol 34. No.3. pp. 5–14
 J. Paul P., Jerry C.Olson.(2008). “Consumer behavior and marketing strategy”.
McGraw-Hill Companies, Inc.
 Kwan, B.H. and Moghavvemi, M. (2002). “PIC based smart card prepayment system.”
Research and Development, Student Conference.
 UK Power Limited (2012). “A simple guide to gas and electricity meters”,
(http://www.ukpower.co.uk/home_energy/guide_to_gas_electricity_meters)
 Lewis R Ireland (1992). “Customer satisfaction: the project manager’s role”. Vol 10
No 2. pp. 123-127
 LR Ireland (1992), “Customer satisfaction: the project manager’s role”. Vol 10 No,
123-124
 Measurement Canada, (2006).”Policy on Prepayment Meters, Utility Metering
Division Program Development Directorate”, Canada

69
 Nguyen N, Leblanc G.(1998). “The mediating role of corporate image on customers'
retention decisions: an investigation in financial services”. Int J Bank Market
16(2):52–65.
 Oliver, R. (1980). “A cognitive model of the antecedents and consequences of
satisfaction decisions”. Journal of Marketing, Vol. 17 No. 10, pp. 460-69.
 Parasuraman A, Valarie A. Zeithaml, & LL. Berry. (1985). “A Conceptual Model of
Service Quality and Its Implications for Future Research”. Journal of Marketing. Vol.
49. pp. 41-50.
 Parasuraman A, Valarie A. Zeithaml, & L L. Berry. (1991). “Refinement and
Reassessment of the SERVQUAL Scale”. Journal of Retailing. Vol 67. No. 4. pp.
420-450

 Patrick Asubonteng, Karl J. McCleary and John E. Swan (1996). “SERVQUAL

revisited: a critical review of service quality”. THE JOURNAL OF SERVICES
MARKETING, VOL. 10 NO. 6 , pp. 62-81 © MCB UNIVERSITY PRESS, 0887-6045

 Quayson-Dadzie, John (2012) customer perception and acceptability.

 R. Ladhari et al. Culture and personal values: How they influence perceived service
quality/ Journal of Business Research 64 (2011) 951–957

 Robertson, T.S. (1967) `The process of innovation and the diffusion of innovation',
Journal of Marketing, 31, January: 14-19.

 Seyoum Akele(2012) prepayment service quality”.

 Stoner, A. (2009). 22nd AMEU Technical Convention 36 AMEU Proceedings 2009:
Pretoria: South Africa.
A Paper Presented in A Conference on Future Global Energy Needs held in South
Africa.

 (www.eeu.gov.et, public relation2013/14)

 (Customer data base, 2014/15)

70
 Appendices
School of Graduate Studies
MA in Business Administration (General MBA)

Part1: Questionnaires (For customers) Purpose:

The purpose of these Questionnaires is to collect the data on customers’ perception and
acceptability and some other related issues on the use of prepaid metering system in
Ethiopian Electric Utility Company (EEU) West A/Ababa Region. It is purely for
academic purpose and does not affect you (customers) in any course. You are not
expected to write your names and your answers and profiles will be kept confidential
and would only serve the intended purpose of academic Thesis. Your genuine, frankly,
and timely response is vital for the success of the study. Therefore, I kindly request you
to response to each item below carefully.

I thank you for your contribution towards the success of this research.

How to complete the questionnaire:

Most of the questions seek response by ticking “√” in the box that corresponds to the
appropriate answer.

Section A: Social Demographic Profile of Respondents

1. Your gender/sex
Male Female

2. Group of age you belong to

18 – 30 31 – 45 46 – 60 61 & above

3. Marital Status
Single Married Divorced /separated Widowed
4. The number of your family members using electric power in your house.
Only two (couples only) three four more than five

71
5 .The level of education you have
No Formal Education Primary/JHS Secondary/SHS
Diploma/Certificate First degree
If any (Specify)……………...........................
6. How many years have you been using prepaid meter (s)?
Less than 1 year 1 – 3 years

4-6 years above 6year

7. Which of these categories of users do you belong?

Residential (Domestic) Non-residential (general)

Both domestic and general

SECTION B: the perception and acceptability of customers towards prepayment service.

Strongly Agree= 1, Agree =2, Neutral=3, Disagree=4, strongly disagree=5

No. Statement 1 2 3 4 5
1 I accept Prepaid meters because of its reliability
2 I accept Prepaid meters because of its durability
3 I accept Prepaid meters because its Cost of installation is less or
free
4 I accept Prepaid meters because of the availability of technicians
to repair faults of prepaid meters
5 I accept Prepaid meters because of the reliability of financial
report of vendors
6 I accept Prepaid meters because of I am accessing to prepaid
vending points easily
7 I accepted prepaid meter because I did not have any other choice

8 Most customers accepted prepaid meters in my locality

9 Most customers did not accept prepaid meters in my locality
10 I realized The availability of energy purchase during
holidays, weekends and evening
11 I realized the improvement of prepaid service
provision system
12 I accepted it because I realized no standing long queues to get
the service
13 I satisfied more on Service provision from prepaid meters
NNNMMKBBHJIDKDLLFLLF

72
Section C: Rating of Opinions for those customers Shifted from post paid to
Prepaid Billing System

Strongly Agree= 1, Agree =2, Neutral=3, Disagree=4, Strongly Disagree=5

No. Statement 1 2 3 4 5
1 I am now careful with my consumption of electricity
2 I would encourage my colleagues to shift to prepaid billing
system
3 I pay less since I shifted to the prepaid billing system
4 I experience more blackout since I shifted to prepaid
billing system
5 The vending stations are easily accessible whenever I need
them
7 I wish to change to postpaid billing system if given a
chance
8 I spend little time at the station to purchase a power

9 Prepaid meter blows my electronic gadgets frequently

due to excess current
10 I now consume less power since I shifted to prepaid billing

11 I observed un ethical actions from employees during

service provision related in prepaid meters

Part2: For employees only

Purpose:
The purpose of these Questionnaires is to collect the data on customers’ perception and
acceptability and some other related issues on the use of prepaid metering system in
Ethiopian Electric Utility Company (EEU) West A/Ababa Region. It is purely for
academic purpose and does not affect you (customers) in any course. You are not
expected to write your names and your answers and profiles will be kept confidential
and would only serve the intended purpose of academic Thesis. Your genuine, frankly,
and timely response is vital for the success of the study. Therefore, I kindly request you
to response to each item below carefully.

I thank you for your contribution towards the success of this research.

73
How to complete the questionnaire:

Most of the questions seek response by ticking “√” in the box that corresponds to the
appropriate answer.

SECTION A: Social Demographic Profile of Respondents

1. Your gender/sex
Male Female
2. Group of age you belong to
18 – 30 31 – 45 46 – 60

3. Marital Status
Single Married Divorced /separated Widowed

4. The level of education you have

No formal education Primary/JHS
Second degree Diploma/Certificate First degree
If any (Specify)……………...........................
5. Your work experience related to prepayment service
1-3 years 4-6years above 6 years

Section B: Involvement of employees in Promoting Customer Acceptability of Prepaid Meters.

Strongly Agree= 1, Agree =2, Neutral=3, Disagree=4, strongly disagree=5

No. statement 1 2 3 4 5
1 Awareness of Benefits of Prepaid Meters
2 Installation of durable Prepaid Meters
3 Establishment of Emergencies Res ponse team
4 Free installation
5 Increasing vending point

74
Section C: challenges in implementation of prepayment system

Strongly Agree= 1, Agree =2, Neutral=3, Disagree=4, strongly disagree=5

No. statement 1 2 3 4 5
1 Meter hardware components ( micro-processor ,
battery, IC-reader , relay , relay switch and others)
failure due to improper meter fixing
2 Smart card failure due to improper handling.
3 If there is no follow up, the customer may use his
domestic tariff meter for commercial use.
4 Network problems due to Ethio-Telocom service
5 The frequency of customers complain is high due to
voltage fluctuation
6 Meter hardware components ( micro-processor ,
battery, IC-reader , relay , relay switch and others)
failure due to poor production
7 Smart card failure due to poor production quality

8 Date setting and interface of smart card and meters

increased the frequency of trips

Section D: Opinions about the implementation of prepaid Billing System

Strongly Agree= 1, Agree =2, Neutral=3, Disagree=4, strongly disagree=5

No. statement 1 2 3 4 5
1 We were involved in sensitizing the consumers on the
advantages of using the prepaid meters
2 We were informed of the organization’s intention to adopt
the new prepaid meters
3 We were involved in sensitizing the consumers on the use
of the prepaid meters
4 We were given in service training on how to install the
new prepaid meters
5 We were actively involved in the installation of the
prepaid meters

75
Part3: Interview (for management team)

Purpose:
The purpose of this interview is to collect the data on customers’ perception and
acceptability and some other related issues on the use of prepaid metering system in
Ethiopian Electric Utility Company (EEU) West A/Ababa Region. It is purely for
academic purpose and does not affect you in any course. You are not expected to write
your names and your answers and profiles will be kept confidential and would only
serve the intended purpose of academic Thesis. Yours genuine, frankly, and timely
response is vital for the success of the study. Therefore, I kindly request you to response
to each item below carefully.

I thank you for your contribution towards the success of this research.

1. Do you think the management of EEU is doing enough to promote the use of prepaid
meters?

Yes No

2. If yes to question 1 above, Explain what the management has been doing?

…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
……………………………………………………………….

3. In your opinion, what are the challenges of prepayment service from the company,
employees (sales people) and customers’ perspectives?
_______________________________________________________________________________________
_______________________________________________________________________________________
_______________________________________________________________________________________
_______________________________________________________________________

4. According to your view, how has it all been affecting (refer to the question No. 3 above)
the overall service quality of the utility and some other implications, if any, say
cost/revenue of the company?
_______________________________________________________________________________________
_______________________________________________________________________________________
____________________________________________________________

76
5. What measures, if any, have been taken to manage these problems and thereby
improve the customer service quality?

_______________________________________________________________________________________
_______________________________________________________________________________________
_______________________________________________________________________________________
___________________________________________________
6. How is the role of the technology vendor (Supplier Company) in affecting the customer
service?

_______________________________________________________________________________________
_______________________________________________________________________________________
_______________________________________________________________________________________
___________________________________________________
7. Do you evaluate and monitor the customers’ satisfaction or perception about the
system? And how?

_______________________________________________________________________________________
_______________________________________________________________________________________
________________________

8. Could you please, briefly describe how customer complaints are being handled?

_______________________________________________________________________________________
_______________________________________________________________________________________
_______________________________________________________________________________________

77
AMHARIC VERSION

በቅድስት ማሪያም ዩኒቨርስቲ በቢዝነስ አድሚኒስትሬሽን

የድህረ ምረቃ ፕሮግራም
(General MBA) ዲፓርትመንት

ክፍል አንድ፡ የደንበኞች መጠይቅ

የመጠይቁ ዓላማ፡
የዚህ መጠይቁ ዋና ዓላማ በኢትዮጵያ አሌክትሪክ አገልግሎት ምዕራብ አዲስ አበባ ሪጅን በአስሩም ዲስትሪክት አገልግሎት መስጫ
ማዕከላት የቅድመ ክፍያ ቆጣሪ ኤሌክትሪክ አገልግሎት ተጠቃሚ ደንበኞች ለአገልግሎቱ ያላቸውን ግንዛቤና አመለካከት እንዲሁም
አገልግሎቱ ያለውን ተቀባይነት ለማወቅ በተጨማሪ ከዚህ ጋር ተያይዞ ያሉ መረጃዎችን ለማሰባሰብ ተብሎ የተዘጋጀ ነው፡፡ ይህም
መጠይቅ ሙሉበሙሉ ለትምህርት መመረቂያ አገልግሎት የሚውል ስለሆነ የእናንተን መረጃና ሚስጥር ፃፊው አሳልፎ እንደማይሰጥ
በመተማመን እውነተኛ መረጃውን እንድትሞሉ ፃህፊው በትህትና ይጠይቃል፡፡ በመሆኑም እያንዳንዱን ጥያቄ በጥንቃቄና በትክክል
እንዲመልሱ በአክብሮት እጠይቅዎታለሁ፡፡
ማስታወሻ፡
 ስም መጥቀስ አያስፈልግም
 ተለዋጭ ምርጫ ለቀረበላቸዉ ጥያቄዎች መልሱን በማክባብ ወይንም ይህን’’√ ”
ምልክት በማድረግ ይመልሱ
 እባክዎን የተሟላ መጠይቅ በሰዓቱ ይመልሱ
ስለሚያደርጉልኝ መልካም ትብብር በቅድሚያ አመሰግናለሁ፡፡

አምሳሉ አምኔ
ስልክ ቁጥር ( 0913735577)
ኢሜል፡ ([email protected])
ክፍል ሀ: ማህበራዊ ማንነት

1. ፆታ
ወንድ ሴት
2. ከሚከተሉት ውስጥ የእርስዎን የዕደሜ ክልል ይምረጡ
18 – 30 31 – 45 46 – 60 61 እና ከዚያ በላይ

3. የጋብቻ ሁኔታ
ያለገባ/ች ያገባ/ች የተፈታ/ች የሞተበት/ባት

78
4. የቤተሰብ አባላት ቁጥር
ሁለት/በጋበቻ ተጠማሪ/ ሦስት አራት አምስትና ከዛ በላይ
5 .የትምህርት ደረጃ
ማንበብ መፃፍ አንደኛ ደረጃ ትምህርት ሁለተኛ ደረጀ ዲፕሎማ
የመጀመሪያ ዲግሪ
ከላይ ከተጠቀሱት ውጭ ከሆኑ ይፃፉ ……………...........................
6. ለምን ያህል ጊዜ የቅድመ ክፍያ ቆጣሪ አገልግሎት ተጠቃሚ ነዎት?
ከአንድ ዓመት በታች 1-3 ዓመት

4-6 ዓመት ከ 6 ዓመት በላይ

7. ከሚከተሉት ውስጥ የየትኛው አገልግሎት ተጠቃሚ ነዎት?

የመኖሪያ ቤት አገልግሎት የንግድ ቤት /ልዩ ልዩ/ አገልግሎት

የሁለቱም አገልግሎት ተጠቃሚ ነኝ

ክፍል ለ: እባክዎ ስለ ቅድመ ክፍያ የአሌክትሪክ አገልገሎት ያለዎትን ግንዛቤና አመለካከት እንዲሁም አገልግሎቱ
ያለውን ተቀባይነት በተመለከተ በሰንጠረዥ ውስጥ ያመልክቱ
በጣም እስማማለሁ = 1፣ እስማማለሁ =2፣ መካከለኛ=3፣ አልስማማም=4፣ በጣም አልስማማም=5

ተ.ቁ. የመጠይቅ ዐ. ነገሮች 1 2 3 4 5

1 እኔ የቅድመ ክፍያ ቆጣሪ አገልግሎቱን የተቀበልኩት በአስተማማኝነቱ ነው
2 እኔ የቅድመ ክፍያ ቆጣሪ አገልግሎቱን የተቀበልኩት በጥንካሬው ነው
3 እኔ የቅድመ ክፍያ ቆጣሪ አገልግሎቱን የተቀበልኩት ሲገባ እርካሽ ወይም ነፃ ስለሆነ ነው
4 እኔ የቅድመ ክፍያ ቆጣሪ አገልግሎቱን የተቀበልኩት የጥገና ሰራተኞች ሲፈለጉ በቀላሉ
ስለሚገኙ ነው
5 እኔ የቅድመ ክፍያ ቆጣሪ አገልግሎቱን የተቀበልኩት የምከፍለው የፍጆታ ሂሳብ ሪፖርት
ግልፅና ታማኒነት ስላለው ነው
6 እኔ የቅድመ ክፍያ ቆጣሪ አገልግሎቱን የተቀበልኩትየክፍያ ጣቢያውን በቀላሉ ስለማገኝ
ነው
7 እኔ የቅድመ ክፍያ ቆጣሪ አገልግሎቱን የተቀበልኩት ሌላ ምርጫ ስላለገኘሁ ነው
8 በአከባቢዬ ብዙ ደንበኞች የቅድመ ክፍያ ቆጣሪ አገልግሎቱን በደስታ ተቀብለውታል
9 በአከባቢዬ ብዙ ደንበኞች የቅድመ ክፍያ ቆጣሪ አገልግሎቱን በደስታ አልተቀበሉትም

10 የቅድመ ክፍያ ቆጣሪ የኃይል ሽያጭ አገልግሎት በዓመት ባዓላት፣እሁድና ቅዳሜ፣

ምሽትን ጨምሮ ይሰጣል
11 እኔ የቅድመ ክፍያ ቆጣሪ አገልግሎት አሰጣት እየተሸሻለ መምጣቱን መረዳት ችያለሁ

12 እኔ የቅድመ ክፍያ ቆጣሪ አገልግሎቱን የተቀበልኩት በኃይል ሽያጭ ጊዜ (ቻርጅ

ሲደረግ) ብዙ ወረፋ ባለመኖሩ ነው
13 እኔ በቅድመ ክፍያ ቆጣሪ አገልግሎት አሰጣት ዙሪያ በጣም ረክቸላሁ
NNNMMKBBHJIDKDLLFLLF

79
ክፍል ሐ: ከድህረ ክፍያ አገልግሎት ወደ ቅድመ ክፍያ አገልግሎት ለዞሩ ደንበኞች ብቻ የሚሞላ መጠይቅ
በጣም እስማማለሁ = 1፣ እስማማለሁ =2፣ መካከለኛ=3፣ አልስማማም=4፣ በጣም አልስማማም=5

ተ.ቁ የመጠይቅ ዐ. ነገሮች 1 2 3 4 5

1 እኔ በቅድመ ክፍያ ቆጣሪ አገልግሎት መጠቀም ከጀመርኩ ጀምሮ የፍጆታ
ሂሳቤን በትከክል እቆጣጠራለሁ
2 እኔ የቅድመ ክፍያ ቆጣሪ አገልግሎት ተጠቃሚ እንዲሆኑ ጓደኞቼን ሁሉ
አበረታታለሁ
3 እኔ በቅድመ ክፍያ ቆጣሪ አገልግሎት መጠቀም ከጀመርኩ ጀምሮ የምከፍለው
የፍጆታ ሂሳብ ተመጣጣኝ ወይም ከበፊቱ ያነሰ ነው
4 እኔ በቅድመ ክፍያ ቆጣሪ አገልግሎት መጠቀም ከጀመርኩ ጀምሮ ከቅድመ
ክፍያ ቆጣሪ አገልግሎት በተያያዘ አበዛኛውን ጊዜ መብራት ይጠፋብኛል
5 የቅድመ ክፍያ ቆጣሪ የኃይል ሽያጭ አገልግሎት ጣቢያ በምፈልግ ጊዜ ክፍት
ነው
7 እኔ እድል ቢሰጠኝ የቅድመ ክፍያ ቆጣሪ አገልግሎትን ትቼ እነደገና ወደ ድህረ
ክፍያ አገልግሎት ተጠቃሚነት ብመለስ እመርጣለሁ
8 እኔ በቅድመ ክፍያ ቆጣሪ አገልግሎት መጠቀም ከጀመርኩ ጀምሮ ኃይል
ለመግዛት የማጠፋው ጊዜ አነስተኛ ነው
9 እኔ በቅድመ ክፍያ ቆጣሪ አገልግሎት መጠቀም ከጀመርኩ ጀምሮ በአሌክትሪክ
የምጠቀማቸው የአሌክትሮኒክስ ዕቃዎች ቶሎ ቶሎ ተቃጥለውብኝ ያውቃል
10 እኔ በቅድመ ክፍያ ቆጣሪ አገልግሎት መጠቀም ከጀመርኩ ጀምሮ አነስተኛ
ኃይል እጠቀማለሁ
11 እኔ በቅድመ ክፍያ ቆጣሪ አገልግሎት መጠቀም ከጀመርኩ ጀምሮ(ስጠቀም)
በሰራተኞች አከባቢ የሥነምግባር ችግር አይቸለሁ

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 DECLARATION

I declare that the work done in the project entitled “Assessment of Implementation of
Power Energy Prepayment Service System”: Case of Ethiopian Electric Utility: is
my original work under the supervision and guidance of Dr.Matiwos Ensermu,
Department of General MBA, St. MARY’s University. This work has not been previously
submitted for any higher institution for any diploma, degree or other similar work.

Declared by

_____________________ _____________________

Student Signature

St. Mary’s University, Addis Ababa May, 2016

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 ENDORSEMENT

This thesis has been submitted to St. Mary’s University, school of Graduate Studies for
the examination with my approval as a university advisor.

------------------------------- -----------------------------

Advisor Signature

St. Mary’s University, Addis Ababa May, 2016

82