Title: A methodology for evaluation of e-electricity service quality using neural networks

Authors: Pravudatta Mishra; S. Satapathy; S.K. Patel

Addresses: Institute of Cost and Works Accountant of India, Central Electricity Supply Utility, 2nd floor Idco Tower, Bhubaneswar, Odisha, India ' Department of Mechanical Engineering, Gandhi Institute of Engineering and Technology, Gunpur-765022, India ' Department of Mechanical Engineering, National Institute of Technology, Rourkela-769008, India

Abstract: As electric utilities operate in a rapidly changing market, the role of the customer becomes important to provide quality service. Service quality has been recognised as one of the major factors for organisation sustainability and one of the driving forces for an organisation's achievement. Service quality represents the comparison between customers' expectations of how a company or organisation should perform and the service performance that customers perceive. For successful delivery of public services online has rapidly become a benchmark of effective public sector management. Governments worldwide are seeking to harness the potential offered by these new technologies to create new dimensions of economic and social progress. The present paper discusses the customer satisfaction in service quality of electricity utility service by transformation from traditional governance to e-governance by neural network method.

Keywords: service quality; e-electricity services; customer satisfaction; sensitivity analysis; performance evaluation; neural networks; India; electric utilities; e-services; online services; electronic services; e-governance; electronic governance.

DOI: 10.1504/IJICBM.2013.055502

International Journal of Indian Culture and Business Management, 2013 Vol.7 No.2, pp.152 - 170

Published online: 18 Jun 2013 *

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