Measure of Customer Satisfaction in the Residential Electricity Distribution Service Using Structural Equation Modeling

Abstract

The main objective of this study is to apply structural equation modeling with partial least squares, and based on covariance, to assess the satisfaction of residential electricity consumers. The methodology used compares the results of both structural equation models to indicate the model that best fits the problem of measuring the satisfaction of residential consumers with electricity concessionaires and licensees. The sample used in the survey contained questionnaire responses from 86,175 individuals considering the period from 2014 to 2018. The constructs evaluated were satisfaction, quality, value, loyalty, and trust. A confidence interval analysis shows that all weights are significant, demonstrating the importance of all the indicators that represent the constructs. The trust, quality, and value constructs can explain 74.4% of the satisfaction construct variability, so this relationship’s explanatory capacity is considered substantial. Finally, the evaluation of the performance of the service provided by the electric energy concessionaires/licensees, measured by customer satisfaction, allows for the continuous improvement of services, and meeting, even if minimally, the expectations of its consumers.

An Exploration of Customers’ Satisfaction with Water and Wastewater Services in the UK

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User satisfaction evaluation of an educational distance-learning platform with MUSA methodology

“…The results obtained by user satisfaction analysis researches could potentially formulate a policy maker context on the basis of satisfaction and motivation of product or service users (Fedushko & Ustyianovych, 2022;Lebrun, Su, & Bouchet, 2021). Moreover, a couple of studies imply that user satisfaction precedes quality (Neto, Reis, Coimbra, Soares, & Calixto, 2022;Rahardja, Hongsuchon, Hariguna, & Ruangkanjanases, 2021) in contradiction with others which suggest the opposite (Noone, Kimes, Mattila, & Wirtz, 2007;Ryu, Han, & Kim, 2008). In the field of user satisfaction, there exist in recent literature multiple definitions and quantification attempts (Kitsios, Kamariotou, Karanikolas, & Grigoroudis, 2021;Koonsanit & Nishiuchi, 2021).…”