Customer Experience and Customer Satisfaction in the Nigerian Electricity Distribution Sector
DOI:
https://doi.org/10.59890/ijbmp.v3i1.297Keywords:
Customer Experience, Customer Satisfaction, Assurance, Critical Moments, Outcome Focus, Product Experience, Electricity Distribution CompaniesAbstract
The essence of customer experience is derived from the satisfaction customers feel as a result of their expenditures to meet their consumption needs, influenced by their underlying motivations. This experience is shaped by the interactions at the interface between the company’s assets and the customers, creating various touchpoints, critical moments, and levels of engagement. This study explores customer experiences and satisfaction related to the Port Harcourt Electricity Distribution Company (PHED) in South-south Nigeria. It examines the dimensions of customer service—such as assurance, critical moments, focus on outcomes, and overall product experience—and their effects on customer satisfaction. Data was collected from 234 participants and analyzed through Structural Equation Modeling (SEM). The findings indicate that all four dimensions significantly contribute to customer experience, which plays a crucial role in determining customer satisfaction. For electricity distribution companies, success hinges on their ability to instill customer confidence, meet key expectations, maintain a focus on outcomes, and provide high-quality product experiences. These factors collectively foster customer satisfaction, enhance loyalty, and promote customer retention. Therefore, electricity distribution companies should remain adaptable to consumer needs to effectively navigate key expectations and grow their loyal customer base
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