Abstract

The main objective of the study was to investigate the role of electricity service quality (reliability and tangibility) and customer satisfaction in Jos South LGA of Plateau State introducing the role of service delivery. The study employed a cross section research design. Based on data collected from JED office Bukuru, it is on record that JED have 823,000 customers that buys power and numerous post-paid customer, Taro Yamane was used to obtained the sample size of 381 respondents, while 381 copies of questionnaires were distributed among respondents only 362 copies of questionnaire were retrieved, stratified random sampling technique was adopted. Multiple linear regression analysis was adopted for the testing of hypotheses SPSS version 27, while Process analysis developed by Andrew F. Hayes was used for testing the mediation effect of service quality. The result of the study that there is a statistically significant relationship between service quality and customer satisfaction at (â=0.256: t=5.030 p<0.05). Also that there is positives significance relationship between service quality and service delivery at (â=0.032: t=-2.376 p<0.05). While, the mediation result established that electricity service delivery has a mediating effect in the relationship between service quality and customer satisfaction among JED customers in Jos Plateau State at (â = 0. 112, 0.029, t = 8.501, 7.163). The study recommend that nature of electricity supply was detrimental to the poor, who were unable to utilise energy because they lacked the financial means to purchase pre-paid electricity and conclude that JED should sensitizing the customers.