EVALUATING THE IMPACT OF TECHNOLOGICAL INNOVATIONS ON CUSTOMER SATISFACTION IN NIGERIAN ELECTRICITY DISTRIBUTION COMPANIES

Abstract

This study evaluates the impact of technological innovations on customer satisfaction within Nigerian electricity distribution companies (EDCs). Specifically, it examines how smart meters, digital outage reporting, and online support platforms influence key aspects of customer satisfaction: billing accuracy, service reliability, and complaint resolution. Using a quantitative research design and regression analysis, the study reveals significant positive relationships between each technology and the respective customer satisfaction dimensions. Findings suggest that technological advancements are critical to enhancing customer experiences in Nigeria’s electricity sector despite existing infrastructural and digital literacy challenges. Recommendations include expanding digital access, investing in customer training, and fostering regulatory collaboration to sustain these technological benefits. This research contributes valuable insights to the discourse on technology-driven service improvements in emerging markets, emphasizing the potential for digital transformation to bridge service gaps in essential utilities.