Version 1
: Received: 17 December 2021 / Approved: 20 December 2021 / Online: 20 December 2021 (09:22:05 CET)
Version 2
: Received: 14 January 2022 / Approved: 17 January 2022 / Online: 17 January 2022 (12:14:14 CET)
Santos Neto, A.S.; Reis, M.R.C.; Coimbra, A.P.; Soares, J.C.V.; Calixto, W.P. Measure of Customer Satisfaction in the Residential Electricity Distribution Service Using Structural Equation Modeling. Energies2022, 15, 746.
Santos Neto, A.S.; Reis, M.R.C.; Coimbra, A.P.; Soares, J.C.V.; Calixto, W.P. Measure of Customer Satisfaction in the Residential Electricity Distribution Service Using Structural Equation Modeling. Energies 2022, 15, 746.
Santos Neto, A.S.; Reis, M.R.C.; Coimbra, A.P.; Soares, J.C.V.; Calixto, W.P. Measure of Customer Satisfaction in the Residential Electricity Distribution Service Using Structural Equation Modeling. Energies2022, 15, 746.
Santos Neto, A.S.; Reis, M.R.C.; Coimbra, A.P.; Soares, J.C.V.; Calixto, W.P. Measure of Customer Satisfaction in the Residential Electricity Distribution Service Using Structural Equation Modeling. Energies 2022, 15, 746.
Abstract
The main objective of this study is to apply structural equation modeling with partial least squares and based on covariance to assess the satisfaction of residential electricity consumers. The methodology used compares the results of both structural equation models to indicate the model that best fits the problem of measuring the satisfaction of residential consumers of electricity concessionaires and licensees. The sample used in the survey contained questionnaire responses from 86.175 individuals considering the period from 2014 to 2018. The constructs evaluated were satisfaction, quality, value, loyalty, and trust. Confidence interval analysis shows that all weights are significant, demonstrating the importance of all the indicators that represent the constructs. The trust, quality, and value constructs can explain 74.4% of the variability of the satisfaction construct, so the explanatory capacity of this relationship is considered substantial. Finally, the evaluation of the performance of the service provided by the electric energy concessionaires/licensees, measured by customer satisfaction, allows for the continuous improvement of services and meeting, even if minimally, the expectations of its consumers.
Keywords
Residential electricity distribution; PLS-SEM; CB-SEM; quality of service; customer satisfaction
Subject
Engineering, Energy and Fuel Technology
Copyright:
This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.