IMPACT OF QUALITY OF CUSTOMER SERVICES ON CONSUMERS’ SATISFACTION IN AN ELECTRICITY COMPANY IN CALAMBA, LAGUNA

Abstract

The quality of individual customer service experiences can have a profound impact on consumer behavior and satisfaction. Customers’ satisfaction is the basis for enhancement in service quality. This study aimed to identify the impact of the quality of customer services in a determined context of an electric company in Calamba, Laguna. The findings provided relevant information affecting customers’ satisfaction and contributed insight on exploring customers’ satisfaction of an electrical power distribution provider. A total of 150 customers participated in the survey for this study. Convenient sampling was used to identify the respondents. Statistical tools to analyze the data include Likert scores per SERVQUAL, mean and variance. The results show that Empathy, Assurance, and Responsiveness are expressly related to the quality of customer services, which can lead to customers’ satisfaction. In addition, customers’ satisfaction was found to be significantly affected by service cost. The findings of this study suggested that more empathy should be shown by management for its customers and should consider increasing the number of customer service assistants to speed up the response time.