Determining factors affecting customer satisfaction of the national electric power company (MERALCO) during the COVID-19 pandemic in the Phillippines

Ardvin Kester S. Ong, Yogi Tri Prasetyo, Ryuichi T. Kishimoto, Klint Allen Mariñas, Kirstien Paola E. Robas, Reny Nadlifatin, Satria Fadil Persada, Poonyawat Kusonwattana and Nattakit Yuduang

Utilities Policy, 2023, vol. 80, issue C

Abstract: This study aimed to determine factors affecting customer satisfaction of national electric power companies during the COVID-19 pandemic by integrating SERVQUAL and Expectation-Confirmation Theory approaches. A total of 529 participants voluntarily participated and answered an online questionnaire of 49 questions. Structural equation modeling indicated that Tangibility, Empathy, and Responsiveness were positively related to Service Quality which subsequently led to Customer Expectation, Energy Consumption, and Perceived Performance (PE). In addition, a higher PE was positively related to Confirmation, which eventually led to Customer Satisfaction. It was evident that integrating SERVQUAL and ECT could holistically measure customer satisfaction among electricity service providers.

Keywords: Electric power company; SERVQUAL; Expectation-confirmation theory; Satisfaction (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:eee:juipol:v:80:y:2023:i:c:s0957178722001187

DOI: 10.1016/j.jup.2022.101454

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