Title: Customer satisfaction and price acceptance in the case of electricity supply

Authors: Gabor Rekettye, Jozsef Pinter

Addresses: Faculty of Business and Economics, University of Pecs, 7622 Pecs, Rakoczi ut 80, Hungary. ' Faculty of Business and Economics, University of Pecs, 7622 Pecs, Rakoczi ut 80, Hungary

Abstract: The paper reports empirical research exploring the relationship between satisfaction and price acceptance in the case of a basic utility. The research is based on a face-to-face questionnaire survey of a representative sample of randomly selected 1384 residential consumers in Hungary. The respondents were asked about their satisfaction with electricity supply and at the same time they were requested to evaluate the prices compared to the perceived value of the service they received. The statistical model developed for the analysis of this relationship proved to be reliable and significant. It proved the existence of the basic hypothesis that satisfied customers have higher price acceptance.

Keywords: customer satisfaction; price acceptance; electricity supply; statistical models; limited dependent variables; Hungary; process management.

DOI: 10.1504/IJPMB.2006.010858

International Journal of Process Management and Benchmarking, 2006 Vol.1 No.3, pp.220 - 230

Published online: 08 Sep 2006 *

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