Examination of Service Quality Dimensions in Power Distribution Sector

Service quality has become a crucial parameter for determining the success of the service company in the market. Any servicing company can survive in this competitive world only if it fulfills all the customer expectations. Their customers� satisfaction level significantly impacts the monetary gains of the company. All these are dependent on their quality of services offered in terms of different service attributes. Tangibility, reliability, responsiveness, empathy and assurance are important attributes of the services, on which company has to perform well to satisfy the customers� needs. Providing good service quality on all these service attributes is equally important in power sector also. Power distribution companies generally could not fulfill the needs and expectations of their customers, as observed in this study. Mean score of customers� expectations and perceptions have large difference corresponding to each attribute of the services offered. The findings of this study showed the poor performance of power distribution companies on all parameters of service quality according to SERVQUAL model