Kenya Power Equipment Vandalism and Quality of Customer Service in Kiambu County, Kenya
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Date
2025-04
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Publisher
Kenyatta University
Abstract
Vandalism is a critical problem that faces power transmission companies across the globe with its impact varying from direct cost to indirect costs. Kenya Power and Lighting Company Limited has incurred heavy financial and revenue losses due to vandalism of power equipment on a regular routine. This study sought to assess Kenya power equipment vandalism and quality of customer service in Kiambu county, Kenya. The specific objectives of the study were to: to investigate the causes of power equipment vandalism and its impact on the quality of customer service in Kiambu County, to evaluate the impact of power equipment vandalism on the quality of customer service in Kiambu County, to identify appropriate strategies for mitigating power equipment vandalism and enhancing the quality of customer service in Kiambu County, and to assess the challenges of mitigating power equipment vandalism and its effects on the quality of customer service in Kiambu County. This study was guided by two theories – The Theory of Reasoned Action (TRA) and the Theory of Planned Behaviour (TPB). The study applied descriptive research design to assess the problem of power equipment vandalism in Kiambu County. This study used purposive and stratified random sampling techniques to select 502 respondents composed of senior KPLC officials, and residents with business enterprises from the county. The study instruments used to collect primary data were questionnaires and key informants interview schedules. Quantitative data was analysed using descriptive statistics with an aid of Statistical Package for Social Sciences (SPSS) software version 22 and presented in tables and figures. Qualitative data was analysed thematically and presented through narration. Among the key study findings on the causes of vandalism included: the unrestricted market demand for the purchase of electricity power equipment by unscrupulous dealers; and high rate of unemployment and poverty among the youth, leading to theft of power equipment. On the impact of vandalism, the key findings were; negative financial effect on the family and the capacity to create wealth, and loss of revenue for the business due to frequent power outages. On strategies used, the findings indicated that the KPLC management has instituted proper structures; and a monitoring system that deters and prevents the illegal activity of vandalizing power equipment. Among the key findings on the challenges for mitigating power equipment vandalism included; poor feasibility study of electricity utility by the KPLC that lead to high number of illegally connected or unaccounted users, and poor strategies to mitigate vandalism of electricity power equipment. The study recommends that KPLC needs to enhance security measures by installing cameras, anti-theft alarms, and recruiting adequate security personnel to monitor the equipment. It should strengthen the policy framework guiding appropriate structures for participation of key stakeholders through community awareness programs to mitigate vandalism of the power equipment. KPLC also needs to have swift and regular maintenance and repair of damaged power equipment to curb vandalism. Lastly, KPLC should minimize the structural barriers including; limited financial resources to implement effective anti-vandalism security measures, systemic corruption within the organization, inadequate legal framework on vandalism, and power supply issues to enhance collaborative efforts in realizing effective and efficient power transmission.
Description
A Project Submitted to The School of Law, Arts and Social Sciences in Partial Fulfillment for the Award of the Degree of Masters of Security Management And Police Studies of Kenyatta University, April 2025.
Supervisor
Calvine Kayi