Service quality evaluation in electricity utility industry: an empirical study in India
by S. Satapathy; S.K. Patel; S.S. Mahapatra; G.S. Beriha; A. Biswas
International Journal of Indian Culture and Business Management (IJICBM), Vol. 5, No. 1, 2012

Abstract: As electric utilities operate in a rapidly changing market, the role of the customer becomes important to provide quality service. Growing competition between utilities, changing legislation and increased usage of sensitive and disturbing end-user equipment are some of the reasons for increasing customer dissatisfaction. Therefore, attention needs to be diverted towards customers’ perception on quality of electricity supply and its related services so that managers can focus on specific areas of concern to improve customer satisfaction. In this paper, attempt is made for concrete and measurable improvements in the service through an extensive study on customer’s perception and various extents of the power supply. Some suggestions are provided for the improvement in service quality in Indian context.

Online publication date: Sat, 20-Dec-2014

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Indian Culture and Business Management (IJICBM):
Login with your Inderscience username and password:

Username:        Password:          Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com