A STUDY ON ISSUES AND CHALLENGES FACED BY THE

CUSTOMERS OF KARNATAKA ELECTRICITY BOARD WITH

SPECIAL REFERENCE TO RURAL REGION
Project submitted in partial fulfilment of the requirements for the award for the
degree of
MASTER OF BUSINESS ADMINISTRATION
Of
BANGALORE UNIVERSITY

By:
GOWTHAM G
17YACMD062

Under the guidance of

Dr. Irshad Nazeer
Associate Professor

CENTRE FOR MANAGEMENT STUDIES

PRESIDENCY COLLEGE, KEMPAPURA BANGALORE
Bangalore University
2018 – 2019
 DECLARATION BY THE STUDENT

I hereby declare that “A Study on issues and challenges faced by the customers of
Karnataka electricity board with special reference to rural region” is the result of the
project work carried out by me under the guidance of Dr. Irshad Nazeer in partial fulfilment
for the award of master’s degree in Business Administration by Bangalore University.
I also declare that this project is the outcome of my own efforts and that it has not been
submitted to any other University or Institute for the award of any other degree or Diploma or
Certificate.

Place: Bangalore Name: GOWTHAM G

Date: Register Number: 17YACMD062

 ACKNOWLEDGEMENT

I would like to express my gratitude towards all the people who have helped me with the
successful completion of the project. Without their encouragement, active guidance and
cooperation this project would not have been a success.

I would like to gratefully acknowledge Bangalore University for this opportunity, Presidency
College, for the facility for completion of this project, our Dean Dr. Venkataraman for his
support and my guide Dr. Irshad Nazeer, for his active guidance in successfully completing
this project.

Finally, I am thankful to my parents and Friends for their continued moral and material support
throughout the course and helping in finalizing the project
 GOWTHAM G

17YACMD062

TABLE OF CONTENTS

CHAPTER PARTICULARS PAGE

NUMBER NUMBER

1 INTRODUCTION 1

2 BACKGROUND AND OBJECTIVES 2-17

3 TRAINING METHODS AND ACTIVITIES 18-20

4 LEARNING OUTCOMES 21

5 DATA ANALYSIS AND INTERPRETATION 22-38

6 KEY FINDINGS AND CONCLUSION 39

7 RECOMMENDATIONS 40

8 SUPPORTING DOCUMENTS 41-47

9 REFERENCES 48
 LIST OF TABLES

TABLE PARTICULARS PAGE

NUMBER NUMBER
5.1 TABLE SHOWING AGE WISE CLASSIFICATION OF 22
RESPONDENTS

5.2 TABLE SHOWING OCCUPATION OF THE 23

RESPONDENTS

5.3 TABLE SHOWING CHARGE STRUCTURED 24

ADOPTED BY THE KEB

5.4 TABLE SHOWING THE PAYMENT OF 25

ELECTRICITY BILL BY THE

RESPONDENTS
5.5 TABLE SHOWING INSTRUMENT USED BY 26
RESPONDENT AGAINST ELECTRICITY LOAD
SHEDDING

5.6 TABLE SHOWING ELECRICITY SHORTY 27

FALL IS A MAJOR PROBLEM

5.7 TABLE SHOWING PROBLEM FACED BY 28

USING ELECTRICITY IN RURAL AREAS

5.8 TABLE SHOWING THE MAJOR ELECTRICITY 29

PROBLEM FACED BY PEOPLE IN RURAL AREAS

5.9 TABLE SHOWING SATISFACTION IN TERMS 30

OF ELECTRICITY COMPLIANT PROCESS

5.10 TABLE SHOWING RESPONDENTS THINKING 31

ABOUT SAVING ELECTRICITY AT HOME

5.11 TABLE SHOWING RESPONDENTS ELECTRICITY 32

BILL A MONYTH
5.12 TABLE SHOWING WHETHER ELECTRICITY 33
SUPPLY IS ENOUGH IN THE FIELD OF IRRIGATION/
WATER LIFTING/WAREHOUSE/COLD STORAGE

5.13 TABLE SHOWING WHETHER THE RURAL 34

ELECTRIFICATION PROGRAMMES OF KEB HAVE
GIVEN BENEFIT TO RURAL PEOPLE

5.14 TABLE SHOWING THAT HOW, MANY HOURS 35

THE ELECTRICITY WILL BE PROVIDED IN
RURAL AREAS

5.15 TABLE SHOWING THAT SAFETY MEASURES 36

FOR ELECTRICITY IN RURAL AREAS

5.16 TABLE SHOWING THAT USAGE OF 37

ELECTRICITY

5.17 TABLE SHOWING IMMEDIATE RESPONSE TO THE 38

CUSTOMER COMPLAINT

5.18 TABLE SHOWING THE SATISFIED WITH THE

BILLING AND MODE OF PAYMENT

TABLE SHOWING THE RURAL DISPENSARY,

5.19
HOSPITAL AND PUBLIC WATER SUPPLY HAVE
BEEN BENEFITED BY ELECTRICITY

5.20 TABLE SHOWING CONSUMPTION OF HIGHER

AMOUNT OF ELECTRICITY
5.21 TABLE SHOWING CAUSE OF ELECTRICITY
FAILURE IN RURAL AREAS
5.22 TABLE SHOWING TYPES OF LIGHTING THAT
HELPS TO CONSUME ELECTRICITY
5.23 TABLE SHOWING THAT USING SOLAR SYSTEM
INSTEAD OF GENERATOR TO SAVE
ELECTRICITY
 LIST OF GRAPHS

GRAPH PAGE
NUMBER PARTICULARS NUMBER
5.1 GRAPH SHOWING AGE WISE CLASSIFICATION OF 22
RESPONDENTS

5.2 GRAPH SHOWING THE OCCUPATION OF THE 23

RESPONDENTS

5.3 GRAPH SHOWING CHARGE STRUCTURED ADOPTED 24

BY THE KEB

5.4 GRAPH SHOWING THE PAYMENT OF 25

ELECTRICITY BILL BY THE RESPONDENTS

5.5 GRAPH SHOWING INSTRUMENT USED BY 26

RESPONDENT AGAINST ELECTRICITY LOAD
SHEDDING

5.6 GRAPH SHOWING THAT ELECRICITY SHORT 27

FALL IS A MAJOR PROBLEM

5.7 GRAPH SHOWING PROBLEM FACED BY USING 28

ELECTRICITY IN RURAL AREAS

5.8 GRAPH SHOWING THE MAJOR ELECTRICITY 29

PROBLEM FACED BY PEOPLE IN RURAL AREAS

5.9 GRAPH SHOWING SATISFACTION IN TERMS OF 30

ELECTRICITY COMPLIANT PROCESS

5.10 GRAPH SHOWING RESPONDENTS THINKING ABOUT 31

SAVING ELECTRICITY AT HOME

5.11 GRAPH SHOWING RESPONDENTS ELECTRICITY 32

BILL A MONYTH

5.12 GRAPH SHOWING WHETHER ELECTRICITY SUPPLY IS 33

ENOUGH IN THE FIELD OF IRRIGATION/ WATER
LIFTING/WAREHOUSE/COLD STORAGE

5.13 GRAPH SHOWING WHETHER THE RURAL 34

ELECTRIFICATION PROGRAMMES OF KEB HAVE
GIVEN BENEFIT TO RURAL PEOPLE

5.14 GRAPH SHOWING THAT HOW, MANY HOURS THE 35

ELECTRICITY WILL BE PROVIDED IN RURAL AREAS

5.15 GRAPH SHOWING THAT SAFETY MEASURES 36

FOR ELECTRICITY IN RURAL AREAS

5.16 GRAPH SHOWING THAT USAGE OF 37

ELECTRICITY

5.17 GRAPH SHOWING IMMEDIATE RESPONSE TO THE 38

CUSTOMER COMPLAINT

5.18 GRAPH SHOWING THE SATISFIED WITH THE BILLING

AND MODE OF PAYMENT

5.19 GRAPH SHOWING THE RURAL DISPENSARY,

HOSPITAL AND PUBLIC WATER SUPPLY HAVE BEEN
BENEFITED BY ELECTRICITY
5.20 GRAPH SHOWING CONSUMPTION OF HIGHER
AMOUNT OF ELECTRICITY

5.21 GRAPH SHOWING CAUSE OF ELECTRICITY FAILURE

IN RURAL AREAS

5.22 GRAPH SHOWING TYPES OF LIGHTING THAT HELPS

TO CONSUME ELECTRICITY

5.23 GRAPH SHOWING THAT USING SOLAR SYSTEM

INSTEAD OF GENERATOR TO SAVE ELECTRICITY