Service Delivery Gaps and Non Technical Electricity Losses : the Mediating Role of Customer Experience in ENEO Cameroon S.A.

Non technical losses (NTLs) remain a major challenge for electricity distribution systems in sub Saharan Africa, affecting both utility revenues and service delivery.
This study examines NTLs from a service delivery perspective by investigating the relationships among system reliability, service delivery gaps, customer experience, and NTL behaviours at ENEO Cameroon S.A. The study was guided by Service Profit Chain Theory (Heskett et al., 1994), Service Quality Theory (Parasuraman et a l., 1988), and Rational Choice Theory (Becker, 1968). A quantitative cross sectional explanatory design was used. Data were collected from 210 frontline employees through a census and 200 customers selected using stratified random sampling in Douala and Ya oundé. Structural equation modelling using AMOS 29, confirmatory
factor analysis, and mediation analysis using Hayes’ PROCESS macro (Model 4, 5,000 bootstrap samples) were employed to analyze the data. The findings showed that system reliability and servic e delivery gaps were significantly related to customer experience, while customer experience significantly predicted NTL behaviours. Customer experience fully mediated the relationships between system reliability, service delivery gaps, and NTL behaviours. The study highlights the importance of customer experience in understanding non technical losses and provides evidence that improvements in service reliability and service delivery may contribute to reducing NTL behaviours in the electricity distribution sector.