THE IMPACTS OF ELECTRICITY PRICE AND QUALITY ON CONSUMERS’ SATISFACTION IN LAFIA METROPOLIS, NASARAWA STATE, NIGERIA
Resumo
This study assessed the effect of electricity price on consumers’ satisfaction in Lafia Metropolis. The study also examines the relationship between customers’ satisfaction and the willingness to pay electricity bills. A total of 394 structured questionnaires were issued to electricity consumers in Lafia, Nasarawa State. Out of the total questionnaires issued, 328 were returned and analyzed using ordered logistic regression and descriptive statistics.
The results show that 77 percent of the respondents agreed that they are willing to pay high price if the quantity of electricity supplied in terms of the numbers of hours improves. Only 22 percent of respondents agreed to receive electricity service proportionate to the cost of electricity bills received. The study finds out that although quality and price has significant impact on consumers’ satisfaction in the electricity industry in Lafia Metropolis, there is no significant relationship between consumers’ satisfaction and willingness to pay electricity bill. The findings of this study have important policy implications for electricity regulatory agency; regulatory agency can restore consumers’ confidence in the electricity industry by ensuring consumers’ interest in costing process. In addition to restoring consumers’ confidence, electricity regulatory agency can enforce policies that will ensure efficiency in the electricity sector by ensuring quality provision of electricity that is aimed at improving consumers’ satisfaction and as well cover producers’ cost.
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