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Title: DETERMINATION OF SATISFACTION OF ELECTRICITY CUSTOMERS IN HARYANA
Authors: Dr. Satpal
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Dr. Satpal Assistant Professor, Department of Management Studies, Deenbandhu Chhotu Ram University of Science and Technology Murthal, Sonepat.
MLA 8 Dr. Satpal. "DETERMINATION OF SATISFACTION OF ELECTRICITY CUSTOMERS IN HARYANA." Int. j. of Social Science and Economic Research, vol. 3, no. 6, June 2018, pp. 2805-2816, ijsser.org/more2018.php?id=191. Accessed 2018. APA Dr. Satpal. (2018, June). DETERMINATION OF SATISFACTION OF ELECTRICITY CUSTOMERS IN HARYANA. Int. j. of Social Science and Economic Research, 3(6), 2805-2816. Retrieved from ijsser.org/more2018.php?id=191 Chicago Dr. Satpal. "DETERMINATION OF SATISFACTION OF ELECTRICITY CUSTOMERS IN HARYANA." Int. j. of Social Science and Economic Research 3, no. 6 (June 2018), 2805-2816. Accessed , 2018. ijsser.org/more2018.php?id=191.
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Abstract: Customer satisfaction is one of the major criteria for the electricity distribution companies to increase their benefits and reduce the non-technical and technical losses. The satisfaction of customers depend upon the company's services that how much they are capable of meeting the expectations of customers. The disconfirmation of customers' expectations from their perceptions results into customer dissatisfaction. The negative disconfirmation, particularly, has larger impact on customer satisfaction. The scenario of company's services is judged on ten different dimensions according to SERVQUAL model. Ten different dimensions are tangibility, empathy, responsiveness, reliability, communication, security, courtesy, credibility, competence and accessibility. This work has surveyed about the satisfaction of electricity customers having domestic connections in Sonepat district of state of Haryana, India. The survey findings have revealed that the customers are not satisfied with the services of the electricity distribution company.

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