Unify and Develop System and Procedures of Consumer Care Complaints in the Electricity Sector in Saudi Arabia

Unify and develop system and procedures of
consumer care complaints in the electricity
sector in Saudi Arabia
By
Mohammad Mokalbash

TABLE OF CONTENTS
1.0 Title of Research........................................................................................................................3
2.0 Introduction................................................................................................................................3
3.0 Research Aim.............................................................................................................................4
4.0 Research Objectives...................................................................................................................4
5.0 Research Questions....................................................................................................................4
6.0 Significance of the Study...........................................................................................................4
6.1 Background of the Problem...................................................................................................5
6.2 Gaps in the Literature Review...............................................................................................5
6.3 Contribution of the Research.................................................................................................5
7.0 Literature Review......................................................................................................................6
8.0 Proposed Methodology..............................................................................................................6
8.1Research Philosophy...............................................................................................................6
8.2 Research Approach................................................................................................................7
8.3 Research Design....................................................................................................................7
8.4 Data Collection......................................................................................................................7
8.5 Sampling................................................................................................................................8
8.6 Data Analysis.........................................................................................................................8
8.7 Ethical Consideration.............................................................................................................8
9.0 Limitations of the Research.......................................................................................................8
10.0 Research Work Plan................................................................................................................8
11.0 References..............................................................................................................................10
12.0 APPENDICES.......................................................................................................................11
1- Current procedures:.........................................................................................................11
2- The main problems and drawbacks:................................................................................11

3- The new proposition procedures.....................................................................................12
4- The proposed development mechanism (brief points):...................................................13
5- Qualifications..................................................................................................................14
6- Employment History.......................................................................................................14

1.0 TITLE OF RESEARCH
“Unify and develop system and procedures of consumer care complaints in the electricity
sector in Saudi Arabia.”
2.0 INTRODUCTION
I have completed my MSc Business Management, and my dissertation was entitled:
"Evaluating Service Recovery and Customer Satisfaction in the Current System and Procedures
in Consumer Complaints Handling System in the Electricity & Cogeneration Regulatory
Authority (ECRA) of KSA".
Its aim is to evaluate the current system and procedures in Consumer Complaints Handling
System. This research seeks to determine the impacts of bureaucracy, overlapping functions and
powers between different public authorities, and redundancies in the consumer complaint
handling system by the five involved entities, namely the (1) service provider, (2) the Consumer
Care Department of ECRA, (3) the Legal Department of ECRA, (4) Dispute Settlement
Committee, and (5) the Ombudsman. Additionally, the research seeks to evaluate the satisfaction
of consumers towards the current system and service recovery procedure using the dimensions of
perceived fairness in service recovery process, namely (1) procedural justice, (2) interactive
justice, and (3) outcome justice.
My plan is to develop a new system and procedures to provide and to propose alternative
procedures be more effective that can be used by regulators of the electrical service around the
world but I will take the Saudi regulator which is Electricity & Cogeneration Regulatory
Authority (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 am
very 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 in
Electricity & Cogeneration Regulatory Authority (ECRA) - Saudi Arabia,
(http://www.ecra.gov.sa). Beside about nine years from 1997 to 2006 in Industry, Electricity and
Water sectors, where I worked as Statistical Researcher then as Manager of Information and
Statistics Department, furthermore more than four years in Public Pension Agency from 1992 to
1997, for this I know this system very well.
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