2021 Sustainable Engineering and Industrial Technology Conference.

23rd June, 2021

THE IMPLICATION OF PREPAID METERING

SYSTEM ON CUSTOMER SATISFACTION
Ayooluwa F. Aribisala1 and Musa Mohammed2
1,2
Department of Project Management Technology, Federal University of Technology, Minna,
Niger State, Nigeria.
 2021 Sustainable Engineering and Industrial Technology Conference. 23rd June, 2021

PRESENTATION OUTLINE
1. INTRODUCTION

2. OBJECTIVES OF THE STUDY

3. METHODOLOGY

4. DISCUSSION AND FINDINGS

5. CONCLUSION AND RECOMMENDATION

 2021 Sustainable Engineering and Industrial Technology Conference. 23rd June, 2021

INTRODUCTION
• Electricity consumers in Nigeria over the years always register their dissatisfaction
with the distribution companies at any given opportunity.

• The introduction of electricity in Nigeria started with the postpaid metering

system.

• Majority of consumers most times do not agree with the amount of electricity
billed to their households and did not pay for it, resulting in conflicts with DISCO
officials and high debt levels.
 2021 Sustainable Engineering and Industrial Technology Conference. 23rd June, 2021

INTRODUCTION (contd.)
• In view of these problems, prepaid meters were introduced primarily to address
billing and revenue issues.

• This metering system increases accessibility, reduce non-payment of electricity by

households, and recover costs (Kambule, Yessoufou, and Nwulu 2018)

• Customer satisfaction as a yardstick for evaluating the performance of a company

or a product was employed in this study.

• Thus, in this context, the prepaid metering system was introduced to improve
customer satisfaction and revenue timely collection.
 2021 Sustainable Engineering and Industrial Technology Conference. 23rd June, 2021

OBJECTIVES OF THE STUDY

•To identify the benefits of the prepaid metering

system.

•To identify the challenges of the prepaid

metering system.
 2021 Sustainable Engineering and Industrial Technology Conference. 23rd June, 2021

METHODOLOGY
• The study deployed the use of a structured questionnaire (using a five-point
Likert scale) as a research instrument for primary data collection.

• The questionnaire was administered to 127 residents within Minna metropolis

(Niger state, Nigeria).

• 100 valid responses (78.7% response rate) formed basis for data analysis and
conclusion.

• Descriptive statistics was used for analysis

2021 Sustainable Engineering and Industrial Technology Conference. 23rd June, 2021

DISCUSSION AND FINDINGS

2021 Sustainable Engineering and Industrial Technology Conference. 23rd June, 2021

DISCUSSION AND FINDINGS (contd.)

 2021 Sustainable Engineering and Industrial Technology Conference. 23rd June, 2021

CONCLUSION AND RECOMMENDATION

• The study concluded that despite the benefits derived from prepaid metering
system, the system has also caused dissatisfaction in some ways.

• As such, there is a need to improve the prepaid metering system's services

• The study recommends timely distribution and installation of prepaid meters;

decrease in electricity tariff; increase vending points (stations); and proactive
customer care service (units).
 2021 Sustainable Engineering and Industrial Technology Conference. 23rd June, 2021

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