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

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  • Agenor S. Santos Neto

    (Studies and Researches in Science and Technology Group (GCITE), Federal Institute of Goias, Goiania 74605-010, Brazil
    Electrical, Mechanical & Computer Engineering School, Federal University of Goias, Goiania 74605-010, Brazil)

  • Marcio R. C. Reis

    (Studies and Researches in Science and Technology Group (GCITE), Federal Institute of Goias, Goiania 74605-010, Brazil
    Electrical, Mechanical & Computer Engineering School, Federal University of Goias, Goiania 74605-010, Brazil)

  • António Paulo Coimbra

    (Institute of Systems and Robotics (ISR), University of Coimbra, 3004-531 Coimbra, Portugal)

  • Julio C. V. Soares

    (Faculty of Science and Technology, Federal University of Goias, Goiania 74605-010, Brazil)

  • Wesley P. Calixto

    (Studies and Researches in Science and Technology Group (GCITE), Federal Institute of Goias, Goiania 74605-010, Brazil
    Electrical, Mechanical & Computer Engineering School, Federal University of Goias, Goiania 74605-010, Brazil)

Abstract

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.

Suggested Citation

  • Agenor S. Santos Neto & Marcio R. C. Reis & António Paulo Coimbra & Julio C. V. Soares & Wesley P. Calixto, 2022. "Measure of Customer Satisfaction in the Residential Electricity Distribution Service Using Structural Equation Modeling," Energies, MDPI, vol. 15(3), pages 1-30, January.
    • Handle: RePEc:gam:jeners:v:15:y:2022:i:3:p:746-:d:729181
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    References listed on IDEAS

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    1. Pereira Jr., Amaro Olimpio & Soares, Jeferson Borghetti & de Oliveira, Ricardo Gorini & de Queiroz, Renato Pinto, 2008. "Energy in Brazil: Toward sustainable development?," Energy Policy, Elsevier, vol. 36(1), pages 73-83, January.
    2. Fumagalli, Elena & Garrone, Paola & Grilli, Luca, 2007. "Service quality in the electricity industry: The role of privatization and managerial behavior," Energy Policy, Elsevier, vol. 35(12), pages 6212-6224, December.
    3. Uzir, Md. Uzir Hossain & Al Halbusi, Hussam & Thurasamy, Ramayah & Thiam Hock, Rodney Lim & Aljaberi, Musheer A. & Hasan, Najmul & Hamid, Mahmud, 2021. "The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
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