SATISFACTION OF POWER DISTRIBUTION COMPANY'S CUSTOMERS IN PATAN CITY

Abstract

This study explores the satisfaction level of customers to services of a Power distribution company in Patan city. The main aim of this study is to know consumer satisfaction and improve the quality of service of the Power distribution company (UGVCL). The data were collected using Questionary and survey methods from 350 respondents who are residing in Patan City and are using the services of the Power distribution company and data were analyzed with a multi-variety of statistical tools like reliability static, analysis of variance, and factor analysis. were used to identify the factors responsible for consumer satisfaction towards Power distribution companies. The results show that there is a considerable difference between the perceived service and the need for improvement of service. The service quality dimensions namely Availability of Power Supply, Immediate services, Method of billing and payment, Maintenance of power supply, Aware of energy conservation, and safety, Awareness Activities, power tariff rates, improved of services with the Need for Improvement of Quality of Service by Electricity Distribution Company were the key determinants. The finding so this study provides the perceived service is good but requires some improvement in the quality of services. At the same time, these findings can also be used by academicians and researchers for further research.

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References

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