A study to investigate the performance of service quality and the relationships between service quality and consumer satisfaction of a major electricity supply utility in Asia

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A study to investigate the performance of service quality and the relationships between service quality and consumer satisfaction of a major electricity supply utility in Asia

 

Author: Mok, Wai-yin Edward
Title: A study to investigate the performance of service quality and the relationships between service quality and consumer satisfaction of a major electricity supply utility in Asia
Degree: M.B.A.
Year: 1995
Subject: China Light & Power Co., Ltd. -- Customer services -- Quality control
Electric power -- China -- Hong Kong
Consumer satisfaction -- China -- Hong Kong
Hong Kong Polytechnic University -- Dissertations
Department: Dept. of Management
Pages: vi, 89, [23] leaves : col. ill., 1 map ; 30 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1555454
URI: http://theses.lib.polyu.edu.hk/handle/200/701
Abstract: Along with the increasing importance of service industry in Asia, service quality has been top of the agenda for many service improvement programs of a number of companies. The author investigates the application of the performance-based operationalization of perceived service quality to measure and to identify the dimensions of the same for the customers of a major electricity utility in Asia: China Light & Power Co. Ltd. (CLP) of Hong Kong. In addition, the author also investigates the consumers' general perception and assessment of service quality delivered by CLP. Test of the relationship between the different dimensions of perceived service quality and customer satisfaction is also conducted. Results suggest that the consumers generally find the service quality of CLP is above average. It reveals also that the perceived service quality of CLP can be distinguished into five distinctive dimensions (viz. empathy, reliability, responsiveness, tangibles and priority) of which reliability is the most relevant dimension that correlates with CLP's customer satisfaction. Implications for managers and future research are discussed.

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