Design And Implementation Of Customer Service Complaint Portal
Abstract: This study investigated the effect of Customer Service Portal and its effects to customer satisfaction at Kano Electricity Distribution Company (KEDCO) Hadejia Business Unit. It is a research based design purposely to give an easier way for receiving marketing and technical complain from the customers through the web portal. Designing the proposed system would enable the faraway customers to render complain easily and swiftly and the system would help the organization to address the issue of proper documentation and retrieval of their customer’s complaints. The study adopted descriptive survey design involving quantitative research and targeted customers of the KEDCO Hadejia Business Unit. The customers were classified into two segment that is corporate customers who were 180 and domestic customers who were 460 totalling to 640. Probability random and stratified random sampling techniques were used to select 90 corporate customers and 230 domestic customers for the study sample size. The study used both primary and secondary sources of data using questionnaires and interview schedules as the research instruments. Data were analyzed using descriptive statistics. Therefore, introduction of the computer oriented approach would overcome the challenges faced in the manual based which is expected to eliminate the shortcomings of the existing system.
Keywords: Business, Customer, Distribution, KEDCO, Network, Service