Title :
Study on perceived service quality evaluation in power supply industry
Author :
Yingbao, Huo ; Li, Xu
Author_Institution :
Service Quality Research Centre, Nanjing University of Finance & Economics, Nanjing, China
Abstract :
In this paper, a power supply service quality evaluation system is constructed based on SERVQUAL model and confirmatory factor analysis, and the index weight is determined by PLS modeling principle, for which data is collected from 8347 citizens of 13 cities in Jiangsu Province as samples. Empirical results show that the method is applicable and effective.
Keywords :
Companies; Customer satisfaction; Economics; Indexes; Loading; Power supplies; Reliability; SERVQUAL model; customer satisfaction; perceived quality evaluation; power supply service;
Conference_Titel :
E -Business and E -Government (ICEE), 2011 International Conference on
Conference_Location :
Shanghai, China
Print_ISBN :
978-1-4244-8691-5
DOI :
10.1109/ICEBEG.2011.5881829
