Employee on-Boarding and Sustainable Consumer Satisfaction: An Assessment of the Customer Responsiveness of the New Hires and the Transitioning Employees Inherited by the Ikeja Electricity Distribution Company (Ikeja Electric), Lagos From the Privatized Power Holding Company of Nigeria (PHCN)

Abstract

The study aimed to achieve two objectives: (1) To determine the effect of the on-boarding of the transitioning employees inherited from the privatized Power Holding Company of Nigeria by the Ikeja electricity distribution company on consumer satisfaction of electricity consumers.(2) To ascertain the effect the socialization of the new employees to the discredited work attitudes of the employees of the privatized Power Holding Company of Nigeria by the Ikeja electricity Distribution Company has on the consumer satisfaction of electricity consumers. The sample size was 349calculated using Raosoft sample size calculator. Out of the 349 copies of the questionnaire administered, 296 were returned fully completed representing a response rate of 84.81%. Two hypotheses were tested; and they showed that: (1) The on-boarding of the transitioning employees of the privatized Power Holding Company of Nigeria by the Ikeja Electricity Distribution Company has a significant effect on the satisfaction of the electricity consumers (2) The socialization of the new employees of the Ikeja Electricity Distribution Company to the discredited work attitudes of the employees of the privatized Power Holding Company of Nigeria has a significant effect on the satisfaction of the electricity consumers.