National Journal of Multidisciplinary Research and Development

ISSN: 2455-9040

Vol. 3, Issue 1 (2018)

Difference in Customer Expectations and Perceptions towards Electric Utility

Author(s): Sunita Saini
Abstract: This study revolves around the analysis of service quality of electricity distribution utility in Sonepat district of Haryana, India. For this study, SERVQUAL model has been adopted which encompasses ten dimensions (tangibility, empathy, responsiveness, reliability, communication, security, credibility, competence, assurance and accessibility) to judge the quality of services which utility offers to its customers. The sample population survey has been conducted using the well-designed questionnaire to collect comprehensive view of the expectations and perceptions of customers towards company. The results showed that every dimension of SERVQUAL model is having large difference between customers’ expectations and perceptions. Mean score of expectations an perceptions infer that customers are satisfied to some extent with the communication behaviour of the utility and least satisfied with tangibility dimension of the utility’s service quality
Pages: 264-269  |  801 Views  353 Downloads
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