Abstract
During the last decade, the demand for electricity has increased significantly, both for companies and consumers. Therefore, in every country, there are companies developing and functioning to provide various forms of electric energy. The quality of the services that they provide has been of major concern for these companies for the last few years. The objective of this study is to examine residential customers’ satisfaction of electricity providers in Greece regarding various factors, such as the products, services, customer service, and the pricing policy. The present research was conducted with the use of a specially developed website questionnaire; 689 questionnaires were collected from January to June, 2019. The results were analyzed with the multicriteria satisfaction analysis (MUSA) method, which is considered as an aggregation–disaggregation approach developed on the qualitative analysis regression. The results of the study showed that the residential customers were quite satisfied. More specifically, the average global satisfaction index of the residential customers was about 52.15%. Using the results of this study, electricity providers will have the chance to frame their future products and services so as to keep their industrial customers satisfied. This empirical study may serve as a reference for other electricity providers who desire to carry out similar studies in the future.
Highlights
IntroductionCustomer satisfaction has been a very critical strategy for every type of firm
Over the past decade, customer satisfaction has been a very critical strategy for every type of firm
Ecological behavior is found to be correlated with customer perceptions on the amount of money they are willing to pay for the energy they use
Summary
Customer satisfaction has been a very critical strategy for every type of firm. Firms are fully aware of the determining role of their customers’ satisfaction concerning their overall success. Many researchers have recognized the role of customer satisfaction in creating and maintaining a strategic competitive advantage. Some researchers argue that customer satisfaction precedes quality [11,12,13], while others support the opposite [14,15,16,17]. Concerning customer satisfaction, there have been several research attempts for its definition, quantification, and measurement of impacting customer satisfaction in social contexts [18]. According to Oliver and DeSarbo [19], customer satisfaction is directly associated with the subjective judgment of satisfying customers through the personal experiences accumulated in educational contexts
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