Energy Billing Systems and Customer Satisfaction in Uganda: A case study of the Condominium Bugolobi Flats in Kampala

Abstract

The study sought to establish the influence of energy billing systems on customer satisfaction in Uganda taking a case of the condominium Bugolobi flats in Kampala, Uganda. Specifically, the study investigated how post-paid and pre-paid billing systems affect customer satisfaction in the condominium Bugolobi flats. The study used questionnaires and interview guides to collect data from 201 respondentsWhereas qualitative data was analyzed using content analysis, the quantitative data was analyzed used inferential statistics . The findings revealed that the overall level of stakeholder involvement was low since the results indicated that there was no identification of key stakeholders, patterns and contexts of interaction between stakeholders, assessment of stakeholders’ power and potential roles and interests, needs and expectations in both the prepaid and postpaid billing systems. From the findings, the critical challenges affecting stakeholder involvement were lack of integrated strategies and cross-cutting measures, involvement of key stakeholders’ valuable knowledge and integrative point of view of the stakeholders which affected data collection. Among the proposed strategies to mitigate the challengers were; stakeholder development, effective communication, benchmarking from other entities that have attained a high level of stakeholder involvement, proper stakeholder planning during the stakeholder involvement process, effective leadership to promote collective decision making, formulation and implementation of policies and procedures that govern stakeholder involvement and information sharing among all stakeholders.