Beyond the Meter: Understanding Consumer Satisfaction with Torrent Power in Bhiwandi

Abstract

This thesis investigates consumer satisfaction with Torrent Power, an electricity distribution company operating in Bhiwandi, Maharashtra, India. It examines how various factors, including pricing, billing transparency, service quality, and grievance redressal, influence consumer perceptions and satisfaction. By employing a mixed-methods research design, this study explores the complexities of consumer-utility relationships in the Indian context. Findings reveal that while customers appreciate certain aspects of Torrent Power’s services, concerns about pricing, billing clarity, and power outages significantly impact overall satisfaction. Recommendations are provided to enhance customer experience and improve Torrent Power’s service delivery. This research contributes to the growing body of literature on consumer satisfaction in the electricity sector by providing insights into the specific challenges and opportunities faced by a distribution company operating in a developing country context. The findings of this study have implications for policymakers, industry practitioners, and consumer advocacy groups seeking to improve the performance of electricity distribution utilities.