1Research Scholar, Amity Business School, Amity University, Uttar Pradesh, Noida, India
2Professor, Amity Business School, and Director, Research Planning and Statistical Services, Amity University, Uttar Pradesh, Noida
3Professor (Head & Dean) Gurukul Kangri University, Haridwar, India
Online published on 12 August, 2024.
The purpose of this study is to provide an overview of the performance of public and private owned electricity distribution utilities operating in the Delhi NCR region, assessing the importance of service quality dimensions and their relative signicance for domestic consumers. The study also attempts to nd out the areas which need more attention and provide insights to the management of distribution companies, policy makers and regulatory bodies.
The performance of electricity distribution utilities has been measured through the SERVEPERF Model with customization on six quality dimensions viz.tangibility, assurance, responsiveness, reliability, empathy, and security. Descriptivestatistics were used for data analysis With the aid of SPSS, IBM Statistics 29.0 version and Cronbach Alfa test for reliability. The Kruskal-Wallis one-way analysis of variance test was employed as a non-parametric tool for hypothesis testing and the usage of ranking of scores for comparing scores among different service providers.
The ndings indicate that consumersrates the reliability of electricity supply on the top and showed their displeasure on the security and assurance dimensions. These two dimensions as well as some aspects of responsiveness and tangibility require attention of regulators and deployment of adequate resources by the respective companies. According to the ndings, BYPL consumers had the greatest average satisfaction rating across all dimensions followed by DHBVN, JVVNL, TPDDL, BRPL, NDPL, and PVVNL. The dissatisfaction of customers with the services provided by PVVNL is also evident and need attention of executives, policy makers and regulator. The study also concludes that certain government companies are performing better than private distribution companies.
This is the original research work with the real time data collected from the ld through questionnaire as no study has been done in Delhi's National Capital Region to determine the importance of service quality characteristics to consumers prior to this research. This study will help immensely in optimal allocation of resources to the dimensions requiring more attention.
Service Quality, Electric Distribution Utility, Regulator, Policymakers, Tariff, Customer Satisfaction SERVPERF
