Muchina M. Wanjiru, Obino S. Mokaya
Abstract: Advancement in technology and the quest for competitive advantage by organization has led to the adoption of various innovation strategies. These strategies are also aimed at improving customer service delivery. KPC formerly KPLC has adopted several innovation strategies with the aim of improving customer service delivery. These innovations include prep-pay billing system. This was with the aim of reducing the large workload and the long queues in the KPC banking hall. However the researcher has observed that despite the implementation of these innovation strategies the KPC banking halls continue to experience congestion of customers seeking to pay their bills in the offices. The purpose of this research was to establish how this innovation strategy adopted by KPC has influenced customer service delivery. The study was conducted among the KPC customer served by the Nakuru branch in Central Rift region. The study was guided by the independent variables (pre-pay billing system) and the dependent variable (customer service delivery). Descriptive research design and cross-sectional survey method was employed in the study. The study covered a sample of 400 customers of KPC Nakuru branch. Data was collected using questionnaires administered to the consumers. The questionnaires were first pilot-tested to determine their reliability and validity. The collected data was analyzed using descriptive and inferential statistics with the aid of Statistical Package for Social Sciences (SPSS) version 21.0. The study findings established and concluded that the pre-pay billing system has weak but positive influence on customer service delivery at Kenya Power Company. It is recommended that Kenya Power Company increases the outlets serving prepaid customers seeking to purchase the top up tokens as was recommended by the customers who participated in the study. It also recommends that Kenya Power makes the top up tokens service be available via M-pesa and other mobile service networks to make it easy for the customers to obtain the same.
Keywords: Change management, Pre-pay billing system, Strategy, Innovation, customer service delivery