SERVICE QUALITY AND SATISFACTION OF CUSTOMERS FOR POWER CORPORATION HOAI DUC - HANOI

Abstract

This study examines a quality model in the customer service sector. Survey
data was collected from 401 individuals and used electricity supply services in
Hoai Duc district, Hanoi city. The analytical results show that service quality
includes 5 components: (1) Trust, (2) Service, (3) Responsiveness, (4) Empathy,
(5) Tangible Means. In particular, factors Trust causes the slightest impact on the
satisfaction of the people. The research results also show the company's
commitment to electrical recording, collect electricity bills at customers' homes
in accordance with the regulations on time as announced, always record the
correct electric indicator and collect the correct amount as announced, creating
trust and satisfaction of customers.