DocumentCode
2174026
Title
The Impact of Corporate Image and Customer Expectation on Customer Satisfaction: An Empirical Study in Power Supply Industry
Author
Huo Yingbao ; Xu Li
Author_Institution
Service Quality Res. Centre, Nanjing Univ. of Finance & Econ., Nanjing, China
fYear
2010
fDate
24-26 Aug. 2010
Firstpage
1
Lastpage
4
Abstract
In this paper, we study the impact of corporate image and customer expectation on customer satisfaction in power supply industry. We took 1150 customers of Jiangsu Electric Power Company (JEPC) as samples and made an empirical analysis with SAS software. It was found that corporate image had remarkably positive affect on customer satisfaction while customer expectation had weakly negative affect on customer satisfaction. Finally, suggestions were put forward on how to improve customer satisfaction.
Keywords
customer satisfaction; electricity supply industry; Jiangsu Electric Power Company; SAS software; corporate image; customer expectation; customer satisfaction; power supply industry; Companies; Customer satisfaction; Fitting; Indexes; Loading; Mathematical model; Reliability;
fLanguage
English
Publisher
ieee
Conference_Titel
Management and Service Science (MASS), 2010 International Conference on
Conference_Location
Wuhan
Print_ISBN
978-1-4244-5325-2
Electronic_ISBN
978-1-4244-5326-9
Type
conf
DOI
10.1109/ICMSS.2010.5577206
Filename
5577206
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