After-Sales Service Strategies and Customer Satisfaction in Selected Diesel Power Generator Firms in Nairobi City County Kenya
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The World Bank Enterprise report indicates that power cuts in Sub-Saharan Africa have cost organizations in the continent. Although numerous milestones have been made in reforming the power sector over two decades, the after-sales strategies and customer satisfaction on power supply substations in Kenya have remained wanting. Most after-sale strategies and customer satisfaction are associated with problems of power supply distribution system, poor management strategies, and lack of capacity by Kenya Power to handle the ever-increasing demand for electrical energy. Therefore, this study aimed to investigate the contribution of after-sale service strategies employed by power suppliers that will enhance customer satisfaction. The specific objective of the study was to establish the influence of quality of customer service, complain-compliant handling, maintenance practices, and product-service deliveries on customer satisfaction. The study was anchored on the social exchange theory, relationship marketing theory, and service quality theory as well as customer satisfaction and behavioural theory. The study employed a descriptive assessment design using a target population of 153 top managers of the ten selected diesel generating firms in Nairobi City County. The study utilized a stratified sampling technique to get the respondents to the study questionnaire. The diesel generating firms were selected for this study because of their strategic position and performance in respect to sales and customer service. The study collected primary data using a well-structured questionnaire with both open and closed-ended statements and questions on the after-sales and customer satisfaction in the power supply sector. The data collection instrument was tested for validity and reliability by conducting a pilot study and the use of Cronbach's Alpha equation. The data collected was analysed using descriptive and inferential statistics by the use of SPSS software version 25 and the results were presented in the form of figures, charts, and tables. The study findings indicated that quality of the customer service, complement/compliment handling, maintenance and repair practices, and product and service deliveries were significant in predicting the; level of customer satisfaction among the selected firms. The coefficient of the variables, quality of customer service, compliment/complaint handling, maintenance and repair practices, and product were found to have a positive and significant correlation with customer satisfaction in the selected power generation firms in Nairobi City County. The study concluded that quality customer services offered by power generation companies lead to customer satisfaction. The study also concluded that careful handling of customer complaints and compliments was a major factor in meeting the expectation of customer satisfaction in the industry and finally the study concluded that product and service deliveries contribute significantly to the level of customer satisfaction of the company's products and services.