Competition in the electric service industry is highlighting the importance of a number of issues affecting the nature and quality of customer service. The quality of service(s) provided to electricity customers may be enhanced by competition, if doing so offers service suppliers a competitive advantage. On the other hand, service quality offered to some consumers could decline if utilities focus their attention on those customers most likely to exercise choice, while reducing effort and investment to serve customers less likely to choose alternatives. Service quality is defined as the way in which the utility interacts with and responds to the needs of its customers. To achieve maximum consumer satisfaction in electricity service, This paper has designed a framework by QFD by measuring service quality of electricity utility sector in ANN and also find interrelationship between these design requirements by ISM.

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Purpose – The purpose of this paper is to develop a new model, namely service quality measurement for E_Electricity utility service in Odisha a state of India for the measurement of service quality. Design/methodology/approach – Service quality regulation is an important and timely issue in many industries. The question of governance of power sector is an important question before researchers, policy makers and administrators for the obvious reason of its being an important input for socio-economic development of a nation. Power sector involves complex activities like generation, transmission, distribution and final delivery of service to end-users, i.e. consumers. Initially, private sector was the main player in the power sector when the electricity came to be used in India during the pre-independence period. The trajectory of power industry, from its inception to the present, has been complex rather than being simplistic for the reason that the pendulum of industry's ownership and regulation swings between privatization and nationalization. The consumers are main sufferer in this type of situation, and the satisfaction level decreases day by day. So government has changed it's strategies by implementing e-governance to electricity sector for achieving maximum consumer satisfaction. The first step to e-governance is change management within the government, enhancing citizens' access to information and improving government-to-citizen (G2C) interactions. This work seeks to propose a theoretical scale to measure e-government service quality and validate the measured instrument for electricity utility service by structural equation modeling. Findings – The results indicate that basically the E_electricity service has a positive and direct influence on dimensions (web site design, fulfillment, privatisation and information). Research limitations/implications – Only Odisha state is considered for measuring online service quality in electricity utility service. Originality/value – As the electricity utility industry is doing monopoly business in India and all states basically in Odisha due to that the customer dissatisfaction is the most important obstacle. So the policy makers must concentrate on the dimensions and the sub-dimension before regulating new policies.

The conflicting preferences amongst stakeholders and the incomplete, uncertain and contradictory understanding about water service by the Indian consumers, it is recognised that managing water resources sustain ably is a wicked problem. In India customer, satisfaction and service care are every day pushing professionals in the water industry to seek to improve their performance, lowering costs and increasing the provided service level the actual water supply available to the residents is intermittent and inequitable. Despite concerted efforts the demand-supply gap is on the rise. This imbalance is further exacerbated by the high level of non-revenue water -including both technical and commercial losses. This paper develops a systematic assessment of the sustainability of water services provided to the consumers in rural, urban and municipality area in India by neural network method and also consumer wise perception is calculated by linear discriminant method.