Post-Installation Smart Meter and Billing Service Quality Assessments

Abstract

Background/Objectives: The Electricity Company of Ghana (ECG) introduced meters since its establishment. Although meters have undergone several technologically innovative phases, customers face challenges. The study examines the relationship between perceived quality and customer satisfaction concerning these meters. It also investigates the mediating role of meter brands between perceived quality and customer satisfaction. Methods: Four hundred and seventy (470) questionnaires were distributed to ECG Customers. Three hundred twenty-four (324) questionnaires were returned for analysis. The data were analyzed using Partial Least Squares Structural Equation Modeling. Findings: The results demonstrate a highly significant positive relationship (β = 0.701; p = 0.000) between Perceived Quality and Customer Satisfaction. In addition, the mediator, the meter brand, shows a positive and significant relationship between perceived quality and customer satisfaction (β = -0.150; p = 0.038). However, no significant relationship between meter brand and customer satisfaction was found (β = 050; p = 0.261). Novelty: This finding emphasizes the significance of a smart meter's perceived quality in predicting customer satisfaction, which shows that the service provider is perceived to be credible and reliable among customers. The finding can assist ECG in improving their managerial and operational strategies and policies, thereby increasing profit. The findings also underscore that customers do not view brands as determinants of the perceived quality of the meters; hence, they should focus more on the issuance or installation quality of the meters.