Service Quality of Public Utilities in Nigeria: A Survey of Small Business Enterprises Managers in Niger State

摘要

There appear to be a wide presumption among the domestic and industrial consumers, that the electricity and water supplies and their accompanying services in Nigeria are poor and unsatisfactory. Yet, the service qualities of electricity services provided by Power Holding Company of Nigeria (PHCN) and that of water supply from State’s Water Boards are to the best of our knowledge, yet to be empirically investigated. Thus, this study examined the service quality of public utilities that have direct bearing on the survival and performance of Small Business Enterprises (SBEs) in Nigeria. A sample size of 501 was used out of a population of 859 SBEs in Niger State of Nigeria. Hence, 501 copies of questionnaire were administered to managers of the 501 randomly selected enterprises. Only 410 copies of the questionnaire found usable were extracted and subjected to further analysis using relative frequency, mean and standard deviation statistical tools. The study found that the service quality of each of electricity and water-supply utilities in the State is moderate. It also established that the general service quality of public utilities in the State is indifferent. The study, therefore, recommends that since the service quality of electricity is moderate, there is need for quality improvement. Consequently, the study urges all stakeholders especially the Nigerian governments to evolve policies that could result in sufficient and constant supply of electricity and water supplies to industries in Niger State to facilitate efficient production of goods and services and its attendant benefits such increased industrial production, increased employment, economic growth, and improved standard of living.