Analysis of Service Quality of Power Utilities

Sunita Saini
2018 International Journal for Research in Engineering Application & Management (IJREAM)   unpublished
Service quality is one of the pivotal concerns for any service industry whether it is banking, hotels, shopping malls or electricity distribution utilities. This work dwells into the domain of service quality of electricity distribution utilities. Various notable studies have been undertaken for measurement and analysis of quality of the services which the utility offers to its consumers. This study brings various significant works based on service quality models like SERVQUAL to the fore along
more » ... L to the fore along with their pros and cons. Different case studies of different areas in the world have been reviewed here. Among many models available for service quality analysis, SERVQUAL model have been focused upon in this paper. Many research papers have utilized the gap between customer perceptions and expectations towards different attributes of company's services as the indicator of service quality. Beside the study of state-of-the-art of the service quality analysis in power utilities, various strategies which should be taken care by the electricity utilities for upgrading their level of service quality have also been briefed in this study.