Possibilities for Improvement of the Service, Provided by Energo-Pro Varna JSC to End Domestic Customers in the City of Varna

Donka Zhelyazkova and Nevena Petrova

Economic Studies journal, 2020, issue 3, 166-192

Abstract: The article has the aim to outline the specifics of the electric power market and on the basis of a survey of the consumer attitude to the satisfaction from the service and the quality of the delivered to domestic customers of Energo-Pro Varna JSC in the city of Varna services, to outline possibilities for improvement of the service, provided by the company. The basic method, applied in the course of the survey is the questionnaire, in view of the accumulation of information regarding the end consumers’ assessment about different aspects of the process of electric power supply. Three main proposals for the improvement of the customer service have been systematized on this basis, connected with the outsourcing of the telephone services, the introduction of chatbots for the online services and the increase of service quality with the assistance of the so-called “seven quality instruments”: Control list, Stratification method (differentiation), Histogram, Dispersion diagram, Ishikawa diagram, Pareto diagram and the Control chart.

JEL-codes: O13 O14 Q43 (search for similar items in EconPapers)
Date: 2020
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Persistent link: https://EconPapers.repec.org/RePEc:bas:econst:y:2020:i:3:p:166-192

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