Reducing energy vulnerability based on energy services in the residential homes: a decision-making framework using multi-criteria satisfaction analysis

Energy services have been a large part of our lives and their satisfaction is very important to both the states and the people worldwide. The customers from an energy service company in Behbahan city, southwestern Iran, were considered and their views on energy vulnerability metrics (criteria) of access, affordability, flexibility, energy efficiency, needs, and practices were collected through a five-level questionnaire. Using the multi-criteria satisfaction analysis (MUSA) method, this company examined customer satisfaction to identify its strengths and weaknesses. The company used the five-star management model of Jay Galbraith to reduce energy vulnerability and increase customer satisfaction. This model consists of five steps. The energy service company, focusing on the implementation of operations strategy, has been able to increase customer satisfaction. The final assessment shows that the new approach has been successful and has achieved important targets such as sustainability of energy service, energy saving, customer satisfaction, and increased competitiveness with other companies. This research has used a decision-making framework for implementing operations strategy in sustainable service management with consideration of energy vulnerability in residential homes.