Efficiency of electricity distribution companies

Boente, Diego Rodrigues; Lustosa, Paulo Roberto Barbosa

doi:10.1108/rausp-11-2018-0123

“…Thus, one of the main objectives of these organizations is to reach for customer satisfaction [1]. Owing to the recognition of this management principle, monitoring customer satisfaction is becoming increasingly important to assess the overall performance of companies, including electric utilities companies [2].…”

Section: Introductionmentioning

confidence: 99%

Measure of Customer Satisfaction in the Residential Electricity Distribution Service Using Structural Equation Modeling

Neto

¹

,

Reis

²

,

Coimbra

³

et al. 2022

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The main objective of this study is to apply structural equation modeling with partial least squares, and based on covariance, to assess the satisfaction of residential electricity consumers. The methodology used compares the results of both structural equation models to indicate the model that best fits the problem of measuring the satisfaction of residential consumers with electricity concessionaires and licensees. The sample used in the survey contained questionnaire responses from 86,175 individuals considering the period from 2014 to 2018. The constructs evaluated were satisfaction, quality, value, loyalty, and trust. A confidence interval analysis shows that all weights are significant, demonstrating the importance of all the indicators that represent the constructs. The trust, quality, and value constructs can explain 74.4% of the satisfaction construct variability, so this relationship’s explanatory capacity is considered substantial. Finally, the evaluation of the performance of the service provided by the electric energy concessionaires/licensees, measured by customer satisfaction, allows for the continuous improvement of services, and meeting, even if minimally, the expectations of its consumers.

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“…Thus, one of the main objectives of these organizations is to search for customer satisfaction [1]. Owing to the recognition of this management principle, monitoring customer satisfaction is becoming increasingly important to assess the overall performance of companies, including electric utilities [2].…”

Section: Introductionmentioning

confidence: 99%

“…1 Cronbach's alpha,2 Compound Reliability,3 Dimensionality,4 Variance Extracted, 5 Maximum Shared Variance.Tabela 17. Cross-factor loadings of group models using structural equation modeling based on partial least squares.…”

mentioning

confidence: 99%

Measure of Customer Satisfaction in the Residential Electricity Distribution Service Using Structural Equation Modeling

Neto¹,

Reis²,

Coimbra³

et al. 2022

Preprint

0

View full text Add to dashboard Cite

The main objective of this study is to apply structural equation modeling with partial least squares and based on covariance to assess the satisfaction of residential electricity consumers. The methodology used compares the results of both structural equation models to indicate the model that best fits the problem of measuring the satisfaction of residential consumers of electricity concessionaires and licensees. The sample used in the survey contained questionnaire responses from 86.175 individuals considering the period from 2014 to 2018. The constructs evaluated were satisfaction, quality, value, loyalty, and trust. Confidence interval analysis shows that all weights are significant, demonstrating the importance of all the indicators that represent the constructs. The trust, quality, and value constructs can explain 74.4% of the variability of the satisfaction construct, so the explanatory capacity of this relationship is considered substantial. Finally, the evaluation of the performance of the service provided by the electric energy concessionaires/licensees, measured by customer satisfaction, allows for the continuous improvement of services and meeting, even if minimally, the expectations of its consumers.

show abstract

“…Cronbach's alpha,2 Compound Reliability,3 Dimensionality,4 Variance Extracted, 5 Maximum Shared Variance.…”

mentioning

confidence: 99%

Measure of Customer Satisfaction in the Residential Electricity Distribution Service Using Structural Equation Modeling

Neto¹,

Reis²,

Coimbra³

et al. 2021

Preprint

0

View full text Add to dashboard Cite

The main objective of this study is to apply structural equation modeling with partial least squares and based on covariance to assess the satisfaction of residential electricity consumers. The methodology used compares the results of both structural equation models to indicate the model that best fits the problem of measuring the satisfaction of residential consumers of electricity concessionaires and licensees. The sample used in the survey contained questionnaire responses from 86.175 individuals considering the period from 2014 to 2018. The constructs evaluated were satisfaction, quality, value, loyalty, and trust. Confidence interval analysis shows that all weights are significant, demonstrating the importance of all the indicators that represent the constructs. The trust, quality, and value constructs can explain 74.4% of the variability of the satisfaction construct, so the explanatory capacity of this relationship is considered substantial. Finally, the evaluation of the performance of the service provided by the electric energy concessionaires/licensees, measured by customer satisfaction, allows for the continuous improvement of services and meeting, even if minimally, the expectations of its consumers.

show abstract

Efficiency of electricity distribution companies

Cited by 6 publications

References 44 publications

Measure of Customer Satisfaction in the Residential Electricity Distribution Service Using Structural Equation Modeling

Measure of Customer Satisfaction in the Residential Electricity Distribution Service Using Structural Equation Modeling

Measure of Customer Satisfaction in the Residential Electricity Distribution Service Using Structural Equation Modeling

Measure of Customer Satisfaction in the Residential Electricity Distribution Service Using Structural Equation Modeling

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