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.

Keywords

• residential electricity distribution
• PLS-SEM
• CB-SEM
• quality of service
• customer satisfaction