Journal of Business and Administrative Studies


  • Temam Afdel Head, Process Excellence at Ethiopian Electric Power
  • Mesfin Lemma Associate professor at International Leadership Institute, Ethiopia



The survival of any organization in a highly competitive environment depends on
its ability to provide the best service quality to its existing customers as the quality
of service is a key factor in the success of any organization. Though a stable supply
of enough energy is a must for industrialization, Ethiopia’s growing industrial
sector has come with an unprecedented rise in power demand. Despite the
introduction of quality improvement programs and several customer care packages
in the past, service quality gaps are still enduring in EEPCo.The study has the
objective of assessing industrial customers’ satisfaction on service quality using
SERVQUAL model. It also addresses the problems of quality gaps through the
survey done at EEPCo, South Addis Ababa Region Industrial customers. The study
was conducted using a descriptive survey method where the respondents were
industrial customers and frontline managers. The sample size was 333 industrial
customers and these were selected using simple random sampling technique. Front
line managers were selected through purposive sampling. Moreover, structured
questionnaires and interviews are tools used to gather relevant information and
statistical tools like percentage, tables and charts are used to analyze the data. The
study shows performance of EEPCo in providing quality service to its industrial
customers is not in a situation to meet their expectations. In all dimensions of the
SERVQUAL; tangibles, reliability, responsiveness, empathy, and assurance, it’s
found that there is a negative gap between service expectations and service
perceptions.Therefore, the Corporation should come up with an appropriate
service delivery standards, proper complaint handling mechanisms, relevant
training for its employees, and strengthening decision making power of employees.
Decision makers also have to exert maximum effort in quality improvement
programs so that the corporation ensures industrial customers satisfaction.