Practice and Challenges Of Utility Bill Collection: The Case Of Ethiopian Electric Utility Holeta District Ethiopia.

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.