Determining factors affecting customer satisfaction of the national electric power company (MERALCO) during the COVID-19 pandemic in the Phillippines

This study aimed to determine factors affecting customer satisfaction of national electric power companies during the COVID-19 pandemic by integrating SERVQUAL and Expectation-Confirmation Theory approaches. A total of 529 participants voluntarily participated and answered an online questionnaire of...

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Detalles Bibliográficos
Autores principales: Ong, Ardvin Kester S., Prasetyo, Yogi Tri, Kishimoto, Ryuichi T., Mariñas, Klint Allen, Robas, Kirstien Paola E., Nadlifatin, Reny, Persada, Satria Fadil, Kusonwattana, Poonyawat, Yuduang, Nattakit
Formato: Online Artículo Texto
Lenguaje:English
Publicado: Elsevier Ltd. 2023
Materias:
Full-Length Article
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9728044/
https://www.ncbi.nlm.nih.gov/pubmed/36506908
http://dx.doi.org/10.1016/j.jup.2022.101454
Descripción
Sumario:This study aimed to determine factors affecting customer satisfaction of national electric power companies during the COVID-19 pandemic by integrating SERVQUAL and Expectation-Confirmation Theory approaches. A total of 529 participants voluntarily participated and answered an online questionnaire of 49 questions. Structural equation modeling indicated that Tangibility, Empathy, and Responsiveness were positively related to Service Quality which subsequently led to Customer Expectation, Energy Consumption, and Perceived Performance (PE). In addition, a higher PE was positively related to Confirmation, which eventually led to Customer Satisfaction. It was evident that integrating SERVQUAL and ECT could holistically measure customer satisfaction among electricity service providers.

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