Department of Mass Communication & Media Studies

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Browsing Department of Mass Communication & Media Studies by Author "Ayokunmi Olayinka, JOHNSON"

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    Assessment of Public Relations Strategies of Ibadan Electricity Distribution Company (IBEDC) on Customers’ Satisfaction in Ibadan Metropolis
    (Lead City University, 2022-12) Ayokunmi Olayinka, JOHNSON
    Public relations strategies in this study are customer care, publicity, direct marketing, social media engagement, weekly sponsored programmes in the media, community engagement, SMS, corporate social responsibility, media relations, social media, advertising, public campaign, promotion, and publicity. Customer satisfaction is the most reliable characteristic of customers’ feedback, bearing in mind that it reflects their preferences. This study thus examined the assessment of Public relations strategies of Ibadan Electricity Distribution Company (IBEDC) on Customers’ satisfaction in Ibadan Metropolis. Two theories were adopted for the study: Situational theory and stakeholder theory. Data were collected using a descriptive survey research approach, along with key informant interviews. A total of 353 copies of the questionnaire were administered on the respondents who were customers of IBEDC in Ibadan Metropolis. Findings showed that majority of the respondents (70%) were fully aware of the public relations strategies used by IBEDC to enhance customers’ satisfaction. The respondents further admitted that the usage of public relations strategies positively enhanced customers’ satisfaction. It was discovered however that 55% of the respondents complained of poor power fluctuations. It is therefore concluded that IBEDC should improve its public relations strategies to enable customers’ satisfaction. Furthermore, it is also recommended that IBEDC should establish more public relations strategies to provide current and future consumers the freedom to offer thoughts and recommendations on how the services of the businesses should be enhanced. Keywords: Public Relations Strategies, Customers’ Satisfaction, Electricity, Distribution, Power Outage. Word Count: 232