Customer Satisfaction on Energy Sector Billing Process in Nigerian

Customer satisfaction is the parameter used by marketing strategist to access the sustainability of product/service valuation and by extension the growth and overall development of the economy. The abysmal nature of the service provided by the Power Holdings Company of Nigeria PHCN to its customers is of great concern to researchers given the huge budgetary outlay apportioned to the sector; without valid result to match such huge disbursement/investments. The essence of study is to assess from the level of customer satisfaction by juxtaposing current billing process with the quantum of service provided by the energy sector, the study adapted the satisfaction function to elaborate on the disconfirmation theory as benchmark for evaluation. The issues to be examined in this study include; non-implementation of operational policy framework, mismatched billing parameters, and obsolete supply infrastructures. Descriptive survey technique was adapted to retrieve and collate data for analysis; using systematic review process, by adapting PRISMA protocol to accommodate diverse field of studies. The outcome of the study revealed that there is no correlation between service provided and the amount billed customers in the Nigerian Energy sector. Hence, the study recommended that; customer satisfaction could be actualized, if service providers in the energy sector could embark on a holistic measure; that will equate amount billed as energy used by customer, with the exact value of service provided by the sector to households. Identified gaps in the study were analyzed, to set the tone for future research