Assessment of the Impacts of after Sales Services on Performance of Household Energy Systems in Rwanda, a Case Study of Eastern Province of Rwanda

Abstract

This study sought to assess the impacts of after sales services on households’ energy systems in Rwanda. Specifically, the study focused on the performance of households’ energy systems that have got after sales services and the energy systems that have never had such services, also to determined peoples’ perceptions towards after sales services. The study was intended to find out what people currently believe in and the situation at the moment. The study was conducted in five different districts of eastern province of Rwanda. Study population consisted of 30 households with biogas plants in operational mode, 20 households with non-operational biogas plants and 60 households with solar home systems. The study adopted a census technique with respect to the unit of analysis which is the households with energy systems in Rwanda. The study relied on primary data collected using questionnaires and interview guides. Data gathered from the questionnaires were analyzed quantitatively using statistical package for social sciences (SPSS version 22) computer software, which generated both descriptive and inferential statistics. The findings revealed that after sales services are very important in mitigating possible break down of the households’ energy systems. Households that receive after sales services for their home energy systems experience less frequent break down of their systems compared to those that don’t receive. The results further showed that many households bought solar home energy systems since provider offered after sales services more frequently than provider of biogas energy systems. The findings also revealed that without after sales services from qualified technicians, home energy systems would not operate efficiently. The study concluded that home energy systems that received after sales services from their provider performed better than those that did not receive such services. The study further concluded that household energy systems break down is mainly caused by lack of adequate after sales services from the providers. The study recommended utility, system suppliers and management of renewable energy systems that don’t provide after sales services should consider providing such services to buyers of their products while those that offer such service less frequently should increase how often they offer those service to their customers. This will ensure that they attract new customers and maintain the existing ones hence generating more profits, also this will contribute to the sustainability of renewable energy systems in Rwanda.