Developing Consumer Care System of Electricity Sector - Saudi Arabia

Added on - 06 Jan 2020

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Research ProposalـــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــDeveloping consumer care system of ElectricitySector in Saudi ArabiaBy
TABLE OF CONTENTS1.0 Title of Research........................................................................................................................32.0 Introduction................................................................................................................................33.0 Research Aim............................................................................................................................34.0 Research Objectives...................................................................................................................45.0 Research Questions....................................................................................................................46.0 Significance of the Study...........................................................................................................46.1 Background of the Problem...................................................................................................56.2 Gaps in the Literature Review...............................................................................................56.3 Contribution of the Research.................................................................................................57.0 Literature Review.......................................................................................................................68.0 Proposed Methodology..............................................................................................................68.1Research Philosophy...............................................................................................................68.2 Research Approach................................................................................................................78.3 Research Design.....................................................................................................................78.4 Data Collection......................................................................................................................78.5 Sampling................................................................................................................................88.6 Data Analysis.........................................................................................................................88.7 Ethical Consideration.............................................................................................................89.0 Limitations of the Research.......................................................................................................810.0 Research Work Plan.................................................................................................................811.0 References..............................................................................................................................1012.0 APPENDICES......................................................................................................................101-Current procedures:................................................................................................................112-The main problems and drawbacks:.......................................................................................113-The new proposition procedures.............................................................................................124-The proposed development mechanism (brief points):..........................................................135-Qualifications..........................................................................................................................146-Employment History...............................................................................................................14
1.0 TITLE OF RESEARCH“Developing consumer care system of Electricity Sector in Saudi Arabia”2.0 INTRODUCTIONI have completed my MSc Business Management, and my dissertation was entitled:"Evaluating Service Recovery and Customer Satisfaction in the Current System and Proceduresin Consumer Complaints Handling System in the Electricity & Cogeneration RegulatoryAuthority (ECRA) of KSA".Its aim is to evaluate the current system and procedures in Consumer Complaints HandlingSystem. This research seeks to determine the impacts of bureaucracy, overlapping functions andpowers between different public authorities, and redundancies in the consumer complainthandling system by the five involved entities, namely the (1) service provider, (2) the ConsumerCare Department of ECRA, (3) the Legal Department of ECRA, (4) Dispute SettlementCommittee, and (5) the Ombudsman. Additionally, the research seeks to evaluate the satisfactionof consumers towards the current system and service recovery procedure using the dimensions ofperceived fairness in service recovery process, namely (1) procedural justice, (2) interactivejustice, and (3) outcome justice.My plan is to develop a new system and procedures to provide and to propose alternativeprocedures be more effective that can be used by regulators of the electrical service around theworld but I will take the Saudi regulator which is Electricity & Cogeneration RegulatoryAuthority (ECRA) as a case study or in other word, the place of study.I am very interested in the field of consumer care especially in electricity sector, and I amvery keen to complete my study in this area, where I have long experience in this field,especially last five years from 2006 to 2010 where I worked at the Consumer Care Department inElectricity & Cogeneration Regulatory Authority (ECRA) - Saudi Arabia,(http://www.ecra.gov.sa). Beside about nine years from 1997 to 2006 in Industry, Electricity andWater sectors, where I worked as Statistical Researcher then as Manager of Information andStatistics Department, furthermore more than four years in Public Pension Agency from 1992 to1997, for this I know this system very well.3of 11
3.0 RESEARCH AIMAim:The main purpose of conducting this study is to develop and propose a new complaintprocedure and system more efficient, instead of the current system in the electricity sector in theKSA that provide by Electricity & Cogeneration Regulatory Authority (ECRA).4.0 RESEARCH OBJECTIVESObjectives:To evaluate the current procedure of consumer complaint handling system of ECRA.To identify the loopholes in the complaint handling system that is affecting the course ofService recovery and customer satisfaction.To examine the level of customer satisfaction for the existing procedure of ECRA.To propose new procedure and system of consumer complaint handling system forECRA.5.0 RESEARCH QUESTIONSWhat is the current procedure of consumer complaint handling system of ECRA?How many loopholes present in current complaint handling system of the ECRA?How existing procedure of ECRA is satisfying the customer expectations?What procedure and system should be recommended to top level management of ECRAin improving customer satisfaction and service recovery?6.0 SIGNIFICANCE OF THE STUDYIn the present study, researcher seeks to evaluate the current system of consumercomplaint handling procedure so that issues and obstacles present can be evaluated as well asidentified and accordingly, suitable and reliable new procedure can be implemented for thebetterment of services offered by ECRA. The rationale behind conducting this study is tounderstand the efficiency of current complaint procedure and system that are followed by theelectricity board in Saudi Arabia and due to which, issues and obstacles are occurred in servicerecovery and customer satisfaction. Along with this, poor communication between the regulators,service providers and relevant authorities is affecting the course of services offered by ECRA(Electricity & Cogeneration Regulatory Authority, 2009). Therefore, researcher also aims to4of 11
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