Abstract:
This study assessed the factors influencing the adoption of prepaid electricity metering
technology and its effect on customer satisfaction in selected estates in Ibadan, Oyo state. Also, it
evaluated the effect of quality attributes on customer satisfaction in the adoption of prepaid
electricity metering technology in the study area. These were done with a view to improving the
IBEDC’s customer satisfaction in the study area. The study adopted a survey research design and
collected data through a structured questionnaire from 258 household representatives in selected
estates in Ibadan, Oyo state, Oyo State, Nigeria. The respondents were selected using random
sampling techniques without replacement. The first objective used descriptive statistics (mean
and standard deviation) while the second and third objectives were assessed using the approach
of Partial Least Square Structural Equation Modeling (PLS-SEM). The results of the mean
ranking reveal that Effort Expectancy (bEE) with mean 5.5790 and standard deviation 1.4456
has the highest influence on customers’ adoption of prepaid electricity meter in the study area
while Facilitating Condition (bFC) with mean 5.2563 and standard deviation 1.5215 has the least
influence on customers’ adoption of prepaid electricity meter in the study area. Secondly, the
results of the structural model revealed the exogenous constructs : Social Influence and Effort
Expectancy (bSEE); Performance Expectancy (bPE); Facilitating Condition (bFC); and Habit-
Hedonic Motivation (bHHM) on the endogenous construct, customer satisfaction (cSat) showed
the path coefficients as follows bSEE (β = 0.306, t = 2.899); bPE (β = 0.013, t = 0.193 ); bFC (β
= 0.084, t = 0.935) and bHHM (β = 0.329, t = 3.181). The results established Social Influence,
Effort Expectancy (bSEE) and Habit-Hedonic Motivation (bHHM) as good predictors of
Customer Satisfaction (cSat) in the adoption of prepaid electricity metering technology in the
study area. Finally, the effect of quality attributes of the prepaid metering technology
(Performance (dPerf), Features (dFea), Serviceability (dSer), Perceived Quality (dPQ),
Aesthetics (dAes) and Quality Design (dQD)) was examined of the customer’s satisfaction. The
results revealed that dPerf (β = 0.294, t = 2.887), dFea(β = 0.218, t = 2.523), and dPQ (β = 0.186,
t = 2.282) have positive and significant effects of customer satisfaction in the study area. The
study concluded that estate developers in this area would thrive more in their business if they
adopt the Prepaid Electricity Metering Technology in their apartments.
