Title: The Impacts Of Electricity Price And Quality On Consumers' Satisfaction In Gombe And Yola Metropolises (North-East Nigeria)
Authors: Afolabi Abdullateef Kola, Abdulrasaki Saka and Kabiru Abubakar Yahya
Volume: 8
Issue: 8
Pages: 67-73
Publication Date: 2024/08/28
Abstract:
This research evaluates how electricity pricing affects consumer satisfaction in Gombe and Yola Metropolises, North-east Nigeria. It also explores the link between customer satisfaction and willingness to pay electricity bills. The study distributed 400 structured surveys to electricity consumers in Gombe and Yola Metropolis. Of these, 328 were returned and analyzed using ordered logistic regression and descriptive statistics. The findings reveal that 77% of respondents would pay higher prices if the quantity of electricity supplied, measured in hours, improved. Only 22% of respondents felt they received electricity service proportionate to their bills. The study concludes that while quality and price significantly impact consumer satisfaction in electricity industry in the region, there's no strong link between satisfaction and willingness to pay, outage of the electricity in the two metropolises for over a month between April and June this year due to vandalization of 132KV lines makes a lot of impact on customer's satisfactions. These results have important implications for electricity regulators. They can rebuild consumer trust by ensuring consumer interests are considered in pricing decisions. Additionally, regulators can enforce policies to boost efficiency in the electricity sector, ensuring quality provision that improves consumer satisfaction while covering producer costs.