Impact of Service Delivery on Customer Satisfaction of New Electricity Construction Projects with Special Reference To Ceylon Electricity Board
Journal Title: IOSR journal of Business and Management - Year 2018, Vol 20, Issue 1
Abstract
This research study was designed to explore the impact of service quality dimension towards customer satisfaction and special reference was made to the service offered by Ceylon Electricity Board. Research was formulated on the basis of the conceptual model provided by the Seithaml Valarie A et al (2011). Model implies that customer’s satisfaction directly depends on service quality dimensioned in which it comprises with five variables namely reliability, responsiveness, assurance, empathy and tangibility. The model further exhibit that product quality, price situational factors and personnel factors could influence customer satisfaction. Customer satisfaction was considered as Y- variable while service quality dimension taken as the xvariable and further qualitative research approach was used to get a better understanding of this issue. Questionnaire was constructed on the basis of above five variables using above indicators in which five service gaps are measured namely perception gap, listening gap, design and standard gap, performance gap and communication gap. The stratified random sampling technique was applied to select the sample and empirical data was collected using the face to face direct interview method by means of a structural questionnaire. All gathered data tabulated using five point Lickert scale and those have been analyzed by using the descriptive statistics basically mean and standard deviation. Sample 100 of customers was chosen to receive their views in this regards. In addition 25 managers were selected taken to obtain their views on the same. Research conclude that there is a perception gap between customer expectations due to the reason of top managers have not been able to conduct regular meetings and marketing research of understand to customers’ needs, wants and expectations. Further reveals that, the gaps are existed due to the same extended in the design and standard, performance and communication. Research recommends that listening gap, design and standard gap, service performance gap, communication gap to be minimized in the future. And furthermore, it is strongly recommended that the top managers should made necessary arrangements to conduct regular meetings with customer in the future in order to receive customer views regarding the service offered by this organization.
Authors and Affiliations
W. L. S. K. Fernando, Dr. S. K. Gamage
Keywords
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- EP ID EP409535
- DOI 10.9790/487X-2001060115.
- Views 47
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