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确定菲律宾新冠疫情期间影响国家电力公司（马尼拉电力公司）客户满意度的因素。

Determining factors affecting customer satisfaction of the national electric power company (MERALCO) during the COVID-19 pandemic in the Phillippines.

作者信息

Ong Ardvin Kester S, Prasetyo Yogi Tri, Kishimoto Ryuichi T, Mariñas Klint Allen, Robas Kirstien Paola E, Nadlifatin Reny, Persada Satria Fadil, Kusonwattana Poonyawat, Yuduang Nattakit

机构信息

School of Industrial Engineering and Engineering Management, Mapúa University, Manila, Philippines. 658 Muralla St., Intramuros, Manila, 1002, Philippines.

International Program in Engineering for Bachelor, Yuan Ze University, 135 Yuan-Tung Road, Chung-Li, 32003, Taiwan.

出版信息

Util Policy. 2023 Feb;80:101454. doi: 10.1016/j.jup.2022.101454. Epub 2022 Dec 7.

DOI:10.1016/j.jup.2022.101454
PMID:36506908
原文链接:https://pmc.ncbi.nlm.nih.gov/articles/PMC9728044/
Abstract

This study aimed to determine factors affecting customer satisfaction of national electric power companies during the COVID-19 pandemic by integrating SERVQUAL and Expectation-Confirmation Theory approaches. A total of 529 participants voluntarily participated and answered an online questionnaire of 49 questions. Structural equation modeling indicated that Tangibility, Empathy, and Responsiveness were positively related to Service Quality which subsequently led to Customer Expectation, Energy Consumption, and Perceived Performance (PE). In addition, a higher PE was positively related to Confirmation, which eventually led to Customer Satisfaction. It was evident that integrating SERVQUAL and ECT could holistically measure customer satisfaction among electricity service providers.

摘要

本研究旨在通过整合SERVQUAL和期望确认理论方法，确定影响新冠疫情期间国家电力公司客户满意度的因素。共有529名参与者自愿参与并回答了一份包含49个问题的在线问卷。结构方程模型表明，有形性、同理心和响应性与服务质量呈正相关，进而影响客户期望、能源消耗和感知绩效（PE）。此外，较高的感知绩效与确认呈正相关，最终导致客户满意度。显然，整合SERVQUAL和期望确认理论可以全面衡量电力服务提供商的客户满意度。

https://cdn.ncbi.nlm.nih.gov/pmc/blobs/ab9f/9728044/79af8034a5b0/gr6_lrg.jpg
https://cdn.ncbi.nlm.nih.gov/pmc/blobs/ab9f/9728044/b3405f7875de/ga1_lrg.jpg
https://cdn.ncbi.nlm.nih.gov/pmc/blobs/ab9f/9728044/b752ca9227bf/gr1_lrg.jpg
https://cdn.ncbi.nlm.nih.gov/pmc/blobs/ab9f/9728044/7fcee3571570/gr2_lrg.jpg
https://cdn.ncbi.nlm.nih.gov/pmc/blobs/ab9f/9728044/7115d0a2cc80/gr3_lrg.jpg
https://cdn.ncbi.nlm.nih.gov/pmc/blobs/ab9f/9728044/5526d6643d6b/gr4_lrg.jpg
https://cdn.ncbi.nlm.nih.gov/pmc/blobs/ab9f/9728044/0a1b7254c70a/gr5_lrg.jpg
https://cdn.ncbi.nlm.nih.gov/pmc/blobs/ab9f/9728044/79af8034a5b0/gr6_lrg.jpg
https://cdn.ncbi.nlm.nih.gov/pmc/blobs/ab9f/9728044/b3405f7875de/ga1_lrg.jpg
https://cdn.ncbi.nlm.nih.gov/pmc/blobs/ab9f/9728044/b752ca9227bf/gr1_lrg.jpg
https://cdn.ncbi.nlm.nih.gov/pmc/blobs/ab9f/9728044/7fcee3571570/gr2_lrg.jpg
https://cdn.ncbi.nlm.nih.gov/pmc/blobs/ab9f/9728044/7115d0a2cc80/gr3_lrg.jpg
https://cdn.ncbi.nlm.nih.gov/pmc/blobs/ab9f/9728044/5526d6643d6b/gr4_lrg.jpg
https://cdn.ncbi.nlm.nih.gov/pmc/blobs/ab9f/9728044/0a1b7254c70a/gr5_lrg.jpg
https://cdn.ncbi.nlm.nih.gov/pmc/blobs/ab9f/9728044/79af8034a5b0/gr6_lrg.jpg

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