Switching from Post-paid to Pre-paid Models: Customer Perception and the Organisational Role in Managing the Change: A Case Study of Botswana Power Corporation

Abstract

This case study examined the perceptions of the consumers after the switch over from post-paid to prepaid electricity billing model by Botswana Power Corporation and at different parameters that measure the satisfaction of customers on the utility service provided by service providers. The study also focused on customer perception on how the Botswana Power Corporation managed the change with a view to see whether the overall satisfaction had increased or decreased. A non-probability type of sampling was used and questionnaires were used as data collection instrument. The findings indicate that the customers have embraced the prepaid billing system and that they have recognized the benefits of conversion to the prepaid model. The positive perception on the prepaid system requires that the Botswana Power Corporation should make certain that quality service, better network, and regular check on the meters are carried out to ensure that the positive perception is maintained at the highest level. It is also recommended that in future, consumers are consulted and changes communicated to them in good time to address any possible negative perception about the change. Such a move will also ensure easy customer buying-in to the changes.

Perceptions And Perceived Acceptance On Intention To Use Of Prepaid Meter

“…Previous study has shown the influence of perception on acceptance or rejection of prepaid meter (Azila-Gbettor et al, 2015;Makonese et al, 2006;Malama et al, 2014;Mburu & Sathyamoorthi, 2014;Oseni, 2015;Vutete, 2015). Perceptions will influence their capacity to trust the system and lead to positive reactions in the future (Mburu & Sathyamoorthi, 2014;Esteves et al, 2016). Meanwhile, negative perception will lead to unwillingness and dissatisfaction of the system that may lead to complaints thus straining the relationship between consumer and utility provider.…”

“…Both independent variables are part of the key challenges in implementation of innovation technology like prepaid meter (Kambule et al, 2018). Previous study has shown the influence of perception on acceptance or rejection of prepaid meter (Azila-Gbettor et al, 2015;Makonese et al, 2006;Malama et al, 2014;Mburu & Sathyamoorthi, 2014;Oseni, 2015;Vutete, 2015). Perceptions will influence their capacity to trust the system and lead to positive reactions in the future (Mburu & Sathyamoorthi, 2014;Esteves et al, 2016).…”