The Role of Digitisation Services on Customer Satisfaction with Electricity Distribution Services

Abstract

This study examined the role of digitisation on customer satisfaction within TANESCO. Specifically, this study sought to determine the extent to which the digitalisation of the billing system impacts customer satisfaction, how the digitalisation of the electricity connecting system impacts customer satisfaction, and how digitalising electricity applications impacts customer satisfaction. The Technology Acceptance Model (TAM), Theory of Reasoned Action (TRA), and Theory of Disruptive Innovation were employed. A descriptive research design and a quantitative research method were employed for this investigation. The target population consisted of customers from the TANESCO – Tabora region Offices across all departments, and random sampling was employed. Primary data was obtained using a systematic questionnaire, while secondary data was gathered through documentary review. The quantitative data obtained through the questionnaire were analyzed using inferential and descriptive statistics with Statistical Package for Social Sciences (SPSS) version 26. The study found a moderate positive correlation between digitalising the billing system and customer satisfaction, indicating that digitisation improves billing and positively impacts satisfaction. Also, the study showed a positive correlation between digitalising the electricity connection system and customer satisfaction, highlighting streamlined digital processes. Furthermore, the study revealed a positive correlation betweendigitisingelectricity applications and customer satisfaction, emphasising user-friendly interfaces' role. The study recommends that TANESCO to expand digitisation efforts for customer satisfaction, focusing on transparency, streamlined processes, and user-friendly interfaces while actively seeking feedback. Future research should include cross-industry comparisons to understand digitisation's impact on customer satisfaction in utility sectors like water, gas, and telecommunications.