Title: Evaluation of service quality of electricity sector by ANN method and sector wise analysis by linear discriminate analysis (LDA)
Authors: Suchismita Satapathy; Saroj K. Patel; Siva Shankar Mahapatra; Pravudatta Mishra
Addresses: Department of Mechanical Engineering, Gandhi Institute of Engineering and Technology, Gunpur, Raygada, Orissa, 765022, India ' Department of Mechanical Engineering, National Institute of Technology, Rourkela-769008, India ' Department of Mechanical Engineering, National Institute of Technology, Rourkela-769008, India ' Institute of Cost and Works Accountant of India, Central Electricity Supply Utility, 2nd Floor Idco Tower, Bhubaneswar, Odisha, 755001, India
Abstract: After economic reformation and restructrisation of power sector, the Indian utility industry is facing convinced challenges from the market. The major challenge is to systematise itself so that utilities can maintain customer allegiance while preserving reputation of delivering a steadfast and high-quality service. In this paper the responses for utility service are gathered and are analysed using factor analysis. Finally, identified factors again analysed using discriminant analysis and neural network to highlight statistical difference among practices existing in four sectors (agricultural, domestic, industrial and public organisation).
Keywords: service quality; customer perception; dimensions; power supply; artificial neural networks; electricity industry; ANNs; linear discriminant analysis; LDA; India; utility services; agricultural users; domestic users; industrial users; public organisations.
International Journal of Procurement Management, 2013 Vol.6 No.3, pp.350 - 377
Published online: 30 Jan 2014 *Full-text access for editors Access for subscribers Purchase this article Comment on this article