Nível de satisfação dos clientes para tarifa doméstica da EDM – Cidade de Maputo

Abstract

The electricity sector in Mozambique is experiencing sudden growth with the implementation of new energy use systems. The introduction of online energy sales (credelec) brought a great solution for EDM customers, in the process of late payment, transparency in the act of payment, in reducing accumulated energy debts and complaints. For EDM, it means reducing costs in reading and distributing factors that were not done in advance. The main objective of this work is to analyze the level of satisfaction of EDM customers for domestic tariffs in the city area of ​​Maputo. The questionnaire was prepared in accordance with the specific objectives of the work, the method of data collection was carried out by means of direct interview, where 101 consumers were surveyed. The sample size calculation was performed according to the formula of Triola (1999), the allocation of consumers was stratified by municipal districts, within each stratum the conventional sampling method was used.Factorial analysis was performed using the Principal Components (AFCP) method, through its assumptions, the explanatory factors of customer satisfaction for domestic tariffs in the city of Maputo, were identified by three tests namely: Kaiser-Meyer-Olkin (KMO) test , internal consistency test (α- Combrach) and Bartlett's Sphericity, for the evaluation of the study carried out, it was found that EDM's customer satisfaction was determined by four (4) factors namely: Service, Energy Price, Image and Marketing and Payment Conditions. It was concluded that in relation to the 4 factors the level of satisfaction is low, the Payment sector showed the level of dissatisfaction badly high. For the Service factor, 7 (seven) items were considered, “the interest and goodwill of the attendants” is the item was more associated with the factor. Regarding the Energy Price factor, three items were considered, the item that is associated with this factor is the average energy price. The Image and Marketing factor was composed of three items, the item that touched the factor is “Overall satisfaction with image and marketing practiced by the company ”, lastly the Payment Conditions factor was also composed of three items, the item that is most associated with the Payment Conditions factor is the“ clarity or details of information contained in the invoice.(TRADUÇÃO NOSSA)