Risk management of electricity distribution service to reach the customer satisfaction in Gaza Strip

Other Title(s)

إدارة مخاطر خدمة توزيع الكهرباء للوصول إلى إرضاء الزبائن في قطاع غزة

Dissertant

Abu Musabih, Abd al-Aziz Jamal Jabir

Thesis advisor

al-Sawalihi, Nabil Ibrahim

Comitee Members

al-Hallaq, Khalid Abd al-Rauf
Abu Habib, Azzam Ahmad

University

Islamic University

Faculty

Faculty of Engineering

Department

Department of Civil Engineering

University Country

Palestine (Gaza Strip)

Degree

Master

Degree Date

2016

English Abstract

Study Importance: Risk management is becoming an important issue in most business sectors in the world.

The reputation of the companies and institutions is not an important factor for the success for the public in addition to investors, partners and employees as well.

Study Aim: The aim of this research is to identify the electricity distribution service risk management to reach customer satisfaction in the Gaza Strip, the study aims also to identify the key risks which are faced by the company.

Moreover, the usage of risk analysis techniques is addressed, investigate the level of awareness and knowledge of who work in electricity distribution service on the principles of risk management, and investigate about the possible ways to handling risks.

Study Tool and Sample: Risk management factors were identified from previous studies.

A questionnaire was distributed to the staff working in the electricity distribution company for exploring the real status of the risk management in the company.

So, 223 questionnaires were distributed to GEDCO staff.

212 questionnaires were retained with a response rate of 95%.

The collected data have been analyzed quantitatively by Statistical Package for Social Science (SPSS)..

Study Results: It is found that the risk management process in the GEDCO is not mature as it should.

There is a need to be developed and improved.

The most important risk factors are: economical risk, siege, wars and natural disasters, loss of customer trust and risks resulting from ancient mechanisms.

The study findings show that GEDCO does not utilize risk analysis techniques but depend on direct judgment and experience, and they are also often avoid the risk.

Study Conclusion and Recommendations: The study recommended the importance of the ongoing development of the risk management process as well as interest in providing database in a professional manner.

In addition to the importance of the establishment of a department of risks management in the electricity distribution company.

Moreover, GEDCO should utilize computerized approaches (SCADA) used for risk analysis and evaluation of risk, and provide machinery and equipment contingency support.

The study also pointed out the significance of careful training of staff on the concept of risk management.

Main Subjects

Civil Engineering

No. of Pages

123

Table of Contents

• APA
• MLA
• AMA

Language

English

Data Type

Arab Theses

Record ID

BIM-727134