Record number :
1314668
Title of article :
A customer oriented systematic framework to extract business strategy in Indian electricity services
Author/Authors :
Satapathy، Suchismita نويسنده School of Mechanical Engineering, KIIT University, Bhubaneswar, Odisha, 751024, India , , Mishra، Pravudatta نويسنده Cental electricity supply Utility Dept, Bhubaneswar, Odisa, 751024, India ,
Issue Information :
فصلنامه با شماره پیاپی 21 سال 2013
Pages :
18
From page :
1
To page :
18
Abstract :
Competition in the electric service industry is highlighting the importance of a number of issues affecting the nature and quality of customer service. The quality of service(s) provided to electricity customers may be enhanced by competition, if doing so offers service suppliers a competitive advantage. On the other hand, service quality offered to some consumers could decline if utilities focus their attention on those customers most likely to exercise choice, while reducing effort and investment to serve customers less likely to choose alternatives. Service quality is defined as the way in which the utility interacts with and responds to the needs of its customers. To achieve maximum consumer satisfaction in electricity service, This paper has designed a framework by QFD by measuring service quality of electricity utility sector in ANN and also find interrelationship between these design requirements by ISM.
Journal title :
Journal of Industrial Engineering International
Link To Document :