CHAPTER ONE
INTRODUCTION
1.1 Background to Study
There is little exaggeration in the claim that consumers are to a financial company, what the church is to medieval civilization. In this era of alternative time intervals customer satisfaction has become an important variable in the provision of services. This explains why the psychology of consumers had a profound influence on the behavior of service providers; even those who enjoy a state monopoly often try to see the consumer as king. Although there is little or no competition in the electricity supply, effective monitoring of customer satisfaction is a prerequisite for the recovery of market competition and the acceptance of its customers (Cardozo, 2015). The available evidence shows that, despite the huge public investment in the energy sector, the PHCN is not better for the client. The industry players have attributed the poor performance of the sector in the grouping of the sector and, therefore, called for disaggregation. Others have attributed to the benefit of the state monopoly, and therefore privatization is called. In response to the clarification requests the government was not only disaggregated but also privatized. Throughout the world, customer satisfaction has become a real instrument to measure the performance and relevance of the organization. This explains why in many countries the customer satisfaction (International Regulatory and Control Systems) has been established. The level of customer satisfaction is established for trade, commerce and industry from the point of view of consumers as the measure of consumers in terms of loyalty and acceptance of the manufacturer. In the United States, for example, we have the American Customer Satisfaction.
