Evaluation of service quality of electricity sector by ANN method and sector wise analysis by linear discriminate analysis (LDA)

Suchismita Satapathy, Saroj K. Patel, Siva Shankar Mahapatra and Pravudatta Mishra

International Journal of Procurement Management, 2013, vol. 6, issue 3, 350-377

Abstract: After economic reformation and restructrisation of power sector, the Indian utility industry is facing convinced challenges from the market. The major challenge is to systematise itself so that utilities can maintain customer allegiance while preserving reputation of delivering a steadfast and high-quality service. In this paper the responses for utility service are gathered and are analysed using factor analysis. Finally, identified factors again analysed using discriminant analysis and neural network to highlight statistical difference among practices existing in four sectors (agricultural, domestic, industrial and public organisation).

Keywords: service quality; customer perception; dimensions; power supply; artificial neural networks; electricity industry; ANNs; linear discriminant analysis; LDA; India; utility services; agricultural users; domestic users; industrial users; public organisations. (search for similar items in EconPapers)
Date: 2013
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