A critical analysis of the factors that influence quality of service provision at ZESA

Abstract

This project intended to do a situational and scenario analysis for ZESA in order to identify and analyze factors that affected quality of service in the power utility. It also intended to have sampled customers rate the various dimensions of quality, which results would then help to form an opinion on the level of quality in ZESA. Performance gaps and preconditions needed for corporate excellence were identified and a solution statement formulated whose implementation would either obliterate or reduce the problems highlighted in the problem statement. It also attempted to identify gaps between electricity market aspirations and corporate performance . A program of action was then recommended.

Research in the form of desk research was carried out in ZESA library, University Of Zimbabwe library, City Of Harare Libraries, various websites and Chinhoyi University Of Technology library. Primary, field research using observations and the survey(using the questionnaire method) was also used to extract customers’ perceptions and opinion of ZESA service. The SERVQUAL was used in the questionnaire.

The main findings in the dissertation were that ZESA had performance gaps in all the five dimensions of quality namely responsiveness, assurance, reliability, tangibles and empathy performance criteria. The customer-satisfaction strategy or programme of action recommended were to bridge gaps identified in each of the five dimensions of quality. The conclusions were that ZESA needs to implement a number of tactics and strategies to bridge these gaps in order .to guarantee profitability and its survival. As a corporate entity , it needs to exude quality. The quality chain, needs to have solid links and so also the internal and external customer chain.

Strategies and tactics such as building new offices, ring fencing and improving the quality of management, customer contact staff and customer service areas and customer contact areas were then recommended to address some of these performance gaps. The ambience of offices as well as equipment was critical for an impression of quality.