Abstract:
The study was conducted in Holeta,.west show Zone, Oromia region of Ethiopia in 2023. The
main Objective of this research is to asses Practice and challenge of Ethiopian electric Utility
bill collection. Government must take citizen-centred approach to service delivery. Citizens
want government services that are as accessible, convenient and seamless as possible. One
way of achieving this was be through single-window service delivery. EEU is planning to
increase its customers and the revenue to be collected. This study tried to assess and analyse
the existing practice and challenges of bill collection system from customer and from the
employee perspectives. The study was conducted by collecting data from both primary and
secondary sources. The primary source was any electric utility users of the Holeta district. In
this study convenience sampling method was used. The total sample size was 388. The
researcher analyzes the data collecting through survey to statistical population. The data
collecting via questionnaires was analyzed with descriptive statistics. Respondents think that
the overall performance of Ethiopian Electric Utility Company regarding bill collection
payment. According to the respondents both employee and customer response majority of
them was agreed or strongly agreed that, the Ethiopian Electric Utility bill collection practice
results low revenue generation and utility bills are not always ready on the payment time
period. Regarding to the respondents response they agree on the time consumed to pay
electricity bill is long. The study revealed, despite its limitations, that there has been a
substantial gap between customers’ expectations and perception of the service rendered, for
which different possible marketing strategies were suggested for improvement. The effect of
electric bill collection on customer’s satisfaction and the challenges faced by the district on
producing bill and collecting cash by the utility.EEU. Utility bill payment practice has its own
challenges and operation system of the bank.
