Service quality evaluation in electricity utility industry: an empirical study in India

As electric utilities operate in a rapidly changing market, the role of the customer becomes important to provide quality service. Growing competition between utilities, changing legislation and increased usage of sensitive and disturbing end-user equipment are some of the reasons for increasing customer dissatisfaction. Therefore, attention needs to be diverted towards customers' perception on quality of electricity supply and its related services so that managers can focus on specific areas of concern to improve customer satisfaction. In this paper, attempt is made for concrete and measurable improvements in the service through an extensive study on customer's perception and various extents of the power supply. Some suggestions are provided for the improvement in service quality in Indian context.