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...

Descripción completa

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
_version_ 1784845160403697664
author 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
author_facet 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
author_sort Ong, Ardvin Kester S.
collection PubMed
description 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.
format Online
Article
Text
id pubmed-9728044
institution National Center for Biotechnology Information
language English
publishDate 2023
publisher Elsevier Ltd.
record_format MEDLINE/PubMed
spelling pubmed-97280442022-12-07 Determining factors affecting customer satisfaction of the national electric power company (MERALCO) during the COVID-19 pandemic in the Phillippines 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 Util Policy Full-Length Article 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. Elsevier Ltd. 2023-02 2022-12-07 /pmc/articles/PMC9728044/ /pubmed/36506908 http://dx.doi.org/10.1016/j.jup.2022.101454 Text en © 2022 Elsevier Ltd. All rights reserved. Since January 2020 Elsevier has created a COVID-19 resource centre with free information in English and Mandarin on the novel coronavirus COVID-19. The COVID-19 resource centre is hosted on Elsevier Connect, the company's public news and information website. Elsevier hereby grants permission to make all its COVID-19-related research that is available on the COVID-19 resource centre - including this research content - immediately available in PubMed Central and other publicly funded repositories, such as the WHO COVID database with rights for unrestricted research re-use and analyses in any form or by any means with acknowledgement of the original source. These permissions are granted for free by Elsevier for as long as the COVID-19 resource centre remains active.
spellingShingle Full-Length Article
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
Determining factors affecting customer satisfaction of the national electric power company (MERALCO) during the COVID-19 pandemic in the Phillippines
title Determining factors affecting customer satisfaction of the national electric power company (MERALCO) during the COVID-19 pandemic in the Phillippines
title_full Determining factors affecting customer satisfaction of the national electric power company (MERALCO) during the COVID-19 pandemic in the Phillippines
title_fullStr Determining factors affecting customer satisfaction of the national electric power company (MERALCO) during the COVID-19 pandemic in the Phillippines
title_full_unstemmed Determining factors affecting customer satisfaction of the national electric power company (MERALCO) during the COVID-19 pandemic in the Phillippines
title_short Determining factors affecting customer satisfaction of the national electric power company (MERALCO) during the COVID-19 pandemic in the Phillippines
title_sort determining factors affecting customer satisfaction of the national electric power company (meralco) during the covid-19 pandemic in the phillippines
topic Full-Length Article
url 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
work_keys_str_mv AT ongardvinkesters determiningfactorsaffectingcustomersatisfactionofthenationalelectricpowercompanymeralcoduringthecovid19pandemicinthephillippines
AT prasetyoyogitri determiningfactorsaffectingcustomersatisfactionofthenationalelectricpowercompanymeralcoduringthecovid19pandemicinthephillippines
AT kishimotoryuichit determiningfactorsaffectingcustomersatisfactionofthenationalelectricpowercompanymeralcoduringthecovid19pandemicinthephillippines
AT marinasklintallen determiningfactorsaffectingcustomersatisfactionofthenationalelectricpowercompanymeralcoduringthecovid19pandemicinthephillippines
AT robaskirstienpaolae determiningfactorsaffectingcustomersatisfactionofthenationalelectricpowercompanymeralcoduringthecovid19pandemicinthephillippines
AT nadlifatinreny determiningfactorsaffectingcustomersatisfactionofthenationalelectricpowercompanymeralcoduringthecovid19pandemicinthephillippines
AT persadasatriafadil determiningfactorsaffectingcustomersatisfactionofthenationalelectricpowercompanymeralcoduringthecovid19pandemicinthephillippines
AT kusonwattanapoonyawat determiningfactorsaffectingcustomersatisfactionofthenationalelectricpowercompanymeralcoduringthecovid19pandemicinthephillippines
AT yuduangnattakit determiningfactorsaffectingcustomersatisfactionofthenationalelectricpowercompanymeralcoduringthecovid19pandemicinthephillippines

Ejemplares similares