Papers by Pastor Piki Kayombo
CERN European Organization for Nuclear Research - Zenodo, Jul 26, 2022
The primary objective of this study was to strategize on how ZESCO can use social media to improv... more The primary objective of this study was to strategize on how ZESCO can use social media to improve its customer satisfaction of residential customers in Zambia. In order to do this, a comprehensive literature review was carried out on topics like social media, customer satisfaction and ZESCO. The research conducted required the views, feelings and desires of residential customers for ZESCO Limited, this meant that a more analytical approach be taken. The overall methodology selected by the researcher was qualitative. The methods used to collect data were semi structured questionnaires and semi structured interviews. The semi structured questionnaires were used to collect data from residential customers of ZESCO. Questionnaires with about 50% open ended and 50% quantitative questions were sent to about 65 people randomly picked on the 3 social media platforms used by the author. 32 responded to the questionnaires and results were analyzed using thematic analysis. The conclusions were as follows. Firstly, ZESCO residential customers are mostly not satisfied with the quality of service from the company. Secondly the top dissatisfiers are not the price nor the number of outages but poor to lack of communication attributed mostly to customer support lines and service centers. The second top dissatisfier is the slow response to faults and fault resolution cycle. The findings revealed also that customers would want ZESCO's social media to be responsive and engaging on issues like faults resolution and that ZESCO should be able to constantly share procedures and processes to make the customers life easier. Based on Customer top dissatisfiers, literature review and customer preferences, recommendations were made on the social media strategies workable for ZESCO Limited. An Interview was also conducted with ZESCO'S digital marketing team to establish current social media strategies being used by ZESCO Limited. Key recommendations included the need for ZESCO to form social media communities and also implement the use of social media mentions.
Managerial Economics, 2020
This research details a study on the recent increase in electricity tarrifs the country of Zambia... more This research details a study on the recent increase in electricity tarrifs the country of Zambia experienced from its only electricity distribution company ZESCO ltd. The research looks at the effects of this increase on residential customers. Residential Customers had the biggest increase which was about 200%. The research looks at how this price change affects the demand for electricity by the residential customers. Quantitative analysis was used to conduct the research and questionaires were distributed to collect the data using simple random sampling. The data was then analysed which discovered a demand for electricity drop by 14.6 percent and the demand inelacticity of electricity maintained
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Papers by Pastor Piki Kayombo