Title: Service quality evaluation in electricity utility industry: an empirical study in India

Authors: S. Satapathy; S.K. Patel; S.S. Mahapatra; G.S. Beriha; A. Biswas

Addresses: Department of Mechanical Engineering, National Institute of Technology, Rourkela 769 008, Orissa, India ' Department of Mechanical Engineering, National Institute of Technology, Rourkela 769 008, Orissa, India ' Department of Mechanical Engineering, National Institute of Technology, Rourkela 769 008, Orissa, India ' Department of Humanities and Social Sciences, National Institute of Technology, Rourkela 769 008, Orissa, India ' Department of Mechanical Engineering, Gandhi Institute of Engineering and Technology, Gunupur 765 022, Orissa, India

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.

Keywords: service quality; customer perceptions; dimensions; power supply; electricity utility industry; perceived quality; customer satisfaction.

DOI: 10.1504/IJICBM.2012.044018

International Journal of Indian Culture and Business Management, 2012 Vol.5 No.1, pp.59 - 75

Available online: 21 Nov 2011

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