 ANN, QFD and ISM approach for framing electricity utility service in India for consumer satisfactionSuchismita Satapathy International Journal of Services and Operations Management, 2014, vol. 18, issue 4, 404-428 Abstract: Competition in the electric service industry is highlighting the importance of a number of issues affecting the nature and quality of customer service. The quality of service(s) provided to electricity customers may be enhanced by competition, if doing so offers service suppliers a competitive advantage. On the other hand, service quality offered to some consumers could decline if utilities focus their attention on those customers most likely to exercise choice, while reducing effort and investment to serve customers less likely to choose alternatives. Service quality is defined as the way in which the utility interacts with and responds to the needs of its customers. To achieve maximum consumer satisfaction in electricity service, ANN is applied to test the service satisfaction in electricity service. Then, this paper has designed a frame work by QFD and also find interrelationship between these design requirements by ISM. Keywords: service quality; ANNs; artificial neural networks; QFD; quality function deployment; interpretive structural modelling; ISM; electricity utility; customer satisfaction; customer service. (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:ids:ijsoma:v:18:y:2014:i:4:p:404-428 Access Statistics for this article More articles in International Journal of Services and Operations Management from Inderscience Enterprises Ltd |
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