The impact of service quality and social consensus on customer satisfaction - The case of Hau Giang power company

Abstract

The study is conducted to identify and evaluate the factors affecting customer satisfaction of electricity users at Hau Giang Electricity Company. Data have been collected from 300 customers using electricity from 01 year or more in Hau Giang province by random sampling method. The data are analyzed by descriptive statistical, Cronbach’s Alpha, exploratory factor analysis and linear regression model methods. The results show that factors positively affect customer satisfaction in electricity in important order (1) social consensus, (2) electricity bill, (3) customer service, (4) price structure, (5) customer information, (6) business image and (7) power supply. Based on the research results, the paper recommends some administrative implications for Hau Giang Electricity Company in order to improving the satisfaction of customers.

Keywords

• chất lượng dịch vụ
• đồng thuận xã hội
• hài lòng khách hàng