A customer oriented systematic framework to extract business strategy in Indian electricity services

Suchismita Satapathy,Pravudatta Mishra

doi:10.1186/2251-712x-9-33

Suchismita Satapathy, Pravudatta Mishra

Open Access

https://doi.org/10.1186/2251-712x-9-33

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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, This paper has designed a framework by QFD by measuring service quality of electricity utility sector in ANN and also find interrelationship between these design requirements by ISM.

Highlights

In a competitive market for the provision of goods and services, there will be many different suppliers, each of whom may choose to offer a product with a particular combination of price and quality attributes
Improving service quality is a top priority for firms that aim to differentiate their services in today's highly competitive business environment
Managing reactive power support service in competitive electricity market environment has become an important constituent of ancillary services

Summary

Introduction

In a competitive market for the provision of goods and services, there will be many different suppliers, each of whom may choose to offer a product with a particular combination of price and quality attributes. Many infrastructure industries, including electricity distribution, are natural monopolies where one supplier can supply the whole market cheaper than two or more suppliers In these markets, consumers have limited choice and limited bargaining power and are typically presented with only one quality of the product by the infrastructure provider. Http://www.jiei-tsb.com/content/9/1/33 the duration of any interruptions), the technical characteristics of the supply and their variability (voltage levels, frequency, and harmonics), and customer service (e.g., the timeliness and responsiveness of the supplier to requests for telephone assistance and the accuracy of billing) In addition to these direct attributes affecting their own consumption, some consumers may be willing to pay a contribution towards societal goals such as having a highquality electricity supply generally available, achieving environmental objectives and ensuring public safety. In this paper, three techniques/tools QFD, ISM, and ANN are used

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