Analysis of Customer Satisfaction with the Quality of Energy Market Services in Poland

Abstract

Environmental protection, sustainable development, quality, and value have become the goals of societal development in the twenty-first century. As the core of environmental protection, the new energy sector has become a widespread trend. In this article, we will look at how well and how satisfied customers are with the energy market’s service. A literature review of energy sector quality and value issues was conducted. The survey was conducted in 2021 in Poland with over 2404 respondents by the CAWI survey. Additionally, it was given a qualitative analysis. In the next step, we applied selected quality management methods and tools. The results of the study clearly show that the respondents expect energy companies to become more involved in building customer–enterprise relationships. Research shows that employees of energy companies should be trained more often in the field of customer service, especially in terms of an individual approach to the customer, which has value for the customer. The authors propose ways to build an arrow diagram to increase customer satisfaction levels. A model of elements determining quality as well as value for clients in the energy market was built.

Keywords

• quality
• value
• CIT method
• Pareto–Lorenz diagram
• 5WHY method
• 5W1H method