TY - JOUR
T1 - Determining factors affecting customer satisfaction of the national electric power company (MERALCO) during the COVID-19 pandemic in the Phillippines
AU - Ong, Ardvin Kester S.
AU - Prasetyo, Yogi Tri
AU - Kishimoto, Ryuichi T.
AU - Mariñas, Klint Allen
AU - Robas, Kirstien Paola E.
AU - Nadlifatin, Reny
AU - Persada, Satria Fadil
AU - Kusonwattana, Poonyawat
AU - Yuduang, Nattakit
N1 - Publisher Copyright:
© 2022 Elsevier Ltd
PY - 2023/2
Y1 - 2023/2
N2 - 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.
AB - 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.
KW - Electric power company
KW - Expectation-confirmation theory
KW - SERVQUAL
KW - Satisfaction
UR - http://www.scopus.com/inward/record.url?scp=85147097038&partnerID=8YFLogxK
U2 - 10.1016/j.jup.2022.101454
DO - 10.1016/j.jup.2022.101454
M3 - Article
AN - SCOPUS:85147097038
SN - 0957-1787
VL - 80
JO - Utilities Policy
JF - Utilities Policy
M1 - 101454
ER -