DOAJ Open Access 2021

The impact of service quality and social consensus on customer satisfaction - The case of Hau Giang power company

Nguyễn Thanh Dũng Lưu Tiến Thuận

Abstrak

The study is conducted to identify and evaluate the factors affecting customer satisfaction of electricity users at Hau Giang Electricity Company. Data have been collected from 300 customers using electricity from 01 year or more in Hau Giang province by random sampling method. The data are analyzed by descriptive statistical, Cronbach’s Alpha, exploratory factor analysis and linear regression model methods. The results show that factors positively affect customer satisfaction in electricity in important order (1) social consensus, (2) electricity bill, (3) customer service, (4) price structure, (5) customer information, (6) business image and (7) power supply. Based on the research results, the paper recommends some administrative implications for Hau Giang Electricity Company in order to improving the satisfaction of customers.

Topik & Kata Kunci

Banking

Penulis (2)

Nguyễn Thanh Dũng

Lưu Tiến Thuận

Format Sitasi

APA MLA BibTeX

Dũng, N.T., Thuận, L.T. (2021). The impact of service quality and social consensus on customer satisfaction - The case of Hau Giang power company. https://doi.org/10.46223/HCMCOUJS.econ.vi.15.3.1341.2020

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Informasi Jurnal

Tahun Terbit: 2021
Sumber Database: DOAJ
DOI: 10.46223/HCMCOUJS.econ.vi.15.3.1341.2020
Akses: Open Access ✓