Service Quality and Customer Satisfaction in a Natural Monopoly Company

Noor, Sarina Muhamad; Nasirun, Noraini

doi:10.1007/978-981-4585-45-3_7

Cited by 3 publications

(3 citation statements)

References 11 publications

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“…Zivkovic et al [26] disclose through a study that quality of municipal service, from the customers' point of view, is not satisfactory, that is there are significant gaps between customers' expectations and their perception of each service quality determinant, especially reliability and responsibility of service. A study carried out by Noor and Nasirun [27] on customers' satisfaction with the services provided by the natural monopoly company indicates that 76.2% of customer satisfaction can be explained by the dimensions indicating satisfaction of services received before the services are performed. A study carried out by Mokhlis et al [22] on customers' satisfaction with the services provided by municipal service indicates that: i. the five dimensions of SERVQUAL represent a valid instrument to measure municipal service quality.…”

Section: Gap Between Expected and Perceived Service Qualitymentioning

confidence: 99%

Customer Satisfaction Characterized by Service Quality for Revenue Collection of Municipal Service in Sri Lanka: A Pilot Study

Liyanage

Yajid²,

Khatibi³

et al. 2022

JEMT

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Municipal councils of a country are public services organizations that have been operating in a market monopoly. The purpose of carrying out a pilot study is to check the appropriateness of the questionnaire and the feasibility of the analytical process before carrying out a comprehensive research study. This pilot study focuses on the service quality dimensions which constitute customer satisfaction of municipality service for carrying out the analysis of inference statistics as customer satisfaction is the key driver of revenue collection. The feasibility of the pilot study confirmed the path for a comprehensive study. The pilot study selected 65 customers in one ward of the Municipal area and 48 respondents had successfully responded to the self-administrative questionnaire. Absolute values of Z-scores by capturing values less than 1.96 for skewness and kurtosis of all model variables confirmed that the probability distribution of all variables was substantially normal. The residual analysis of four assumptions of normality, homogeneity of variance, linearity, and independence confirmed that the validity of all model variables was compatible with linear regression. Cronbach’s Alpha indicated that two scales used to constitute the dependent variable of revenue collection needed to be modified and to be validated by another pilot test other than removing.

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Section: Gap Between Expected and Perceived Service Qualitymentioning

confidence: 99%

Customer Satisfaction Characterized by Service Quality for Revenue Collection of Municipal Service in Sri Lanka: A Pilot Study

Liyanage

Yajid²,

Khatibi³

et al. 2022

JEMT

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“…Kepastian adalah dimensi lain dari kualitas layanan yang muncul dengan hasil yang serupa. Banyak ahli menemukan bahwa variabel ini adalah salah satu elemen terpenting dalam kualitas layanan [4] [5] [16]. Dalam industri ritel, jaminan layanan tercermin dari ketepatan layanan, kecepatan layanan, dan akurasi transaksi [15].…”

Section: Metodeunclassified

Studi Konsep Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan di PT. PLN (Persero) Sebagai Perusahaan Penyedia Energi Listrik Monopoli

Siregar

Putri

2020

rele.n.a.elektrikal.dan.n.a.j.teknik.n.a

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Salah satu parameter yang digunakan pelaku bisnis untuk mengukur kinerjanya adalah melalui kualitas layanan. Dalam tulisan ini, dijelaskan konsep pengaruh kualitas pelayanan terhadap kepuasan pelanggan pada PT. PLN (Persero) yang menyediakan energi listrik kepada konsumen. Selain itu juga melihat faktor kualitas pelayanan yang turut berperan dalam menjelaskan kepuasan pelanggan pada perusahaan. Hasilnya menunjukkan bahwa tingkat kualitas pelayanan yang telah diberikan kepada pelanggan sangat mempengaruhi kepuasan pelanggan. Juga menunjukkan perlunya sosialisasi kepada karyawan perusahaan bahwa pelanggan perlu mendapat perhatian penuh sebagai klien atau pelanggan yang membeli produk dan jasa perusahaan.

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“…However, this paper pays specific attention to electricity service quality. This is because there are indications that inadequate or poor quality of electricity service has over the years constituted a major source of concern to many developing countries including Nigeria (Akuru & Okoro, 2014;Forkuoh & Li, 2015;Fumagalli, Garrone, & Grilli, 2007;Noor & Nasirun, 2013). The consequence of it has not only affected the household customers and the service sector alone, it was also found to have negative impacts on the performance of manufacturing companies (Aliyu, Ramli, & Saleh, 2013;Gado & Nmadu, 2012).…”

Section: Introductionmentioning

confidence: 99%

Impact of Electricity Service Quality on the Performance of Manufacturing SMEs in Nigeria

Muhammed

Abdulraheem

Yusuf

2017

JBSEE

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Purpose: The objective of this paper is to determine the impact of electricity service quality on both financial and non-financial performance of manufacturing Small and Medium Enterprises SMEs in Nigeria. Design/Methodology/Approach: Survey questionnaire was used to collect data from 201 Managers, Chief executive officers and owner managers of SMEs that are members of Manufacturers Association of Nigeria MAN. Simple regression analysis was done with the use of SPSS version 22.0. Findings: The results indicate that quality of electricity tends to account for more than 50% of the variances in the financial and non-financial performance of manufacturing SMEs in Nigeria. Implications/Originality/Value: This paper contributes to the existing literature on the empirical investigation into the use of service quality as a measure of electricity service and also emphasizes the importance of electricity to the performance of manufacturing SMEs in the developing countries. It recommends that future research may consider collecting longitudinal data to eliminate bias related to time.

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Service Quality and Customer Satisfaction in a Natural Monopoly Company

Cited by 3 publications

References 11 publications

Customer Satisfaction Characterized by Service Quality for Revenue Collection of Municipal Service in Sri Lanka: A Pilot Study

Customer Satisfaction Characterized by Service Quality for Revenue Collection of Municipal Service in Sri Lanka: A Pilot Study

Studi Konsep Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan di PT. PLN (Persero) Sebagai Perusahaan Penyedia Energi Listrik Monopoli

Impact of Electricity Service Quality on the Performance of Manufacturing SMEs in Nigeria

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