Customer satisfaction with complaint resolution in the power sector in a developing economy

This article was published in the Journal of Nonprofit and Public Sector Marketing [©2012 Published by Taylor and Francis Group, LLC.] and the definite version is available at: http://doi.org/10.1080/10495142.2012.705178 The Article's website is at: http://www.tandfonline.com/doi/abs/10.1080/1...

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Hauptverfasser:	Andaleeb, Syed Saad, Huda, S. S M Sadrul, Akhtar, Afsana, Dilshad, Segufta
Format:	Artikel
Sprache:	English
Veröffentlicht:	© 2012 Taylor and Francis Group, LLC. 2016
Schlagworte:	Complaint resolution Customer satisfaction Developing country Power sector Service quality
Online Zugang:	http://hdl.handle.net/10361/7097 http://doi.org/10.1080/10495142.2012.705178

id	10361-7097
record_format	dspace
spelling	10361-70972017-11-06T10:21:16Z Customer satisfaction with complaint resolution in the power sector in a developing economy Andaleeb, Syed Saad Huda, S. S M Sadrul Akhtar, Afsana Dilshad, Segufta Complaint resolution Customer satisfaction Developing country Power sector Service quality This article was published in the Journal of Nonprofit and Public Sector Marketing [©2012 Published by Taylor and Francis Group, LLC.] and the definite version is available at: http://doi.org/10.1080/10495142.2012.705178 The Article's website is at: http://www.tandfonline.com/doi/abs/10.1080/10495142.2012.705178 Public services play a critical role in helping nations evolve into modern societies. The power sector is especially vital because of its profound influence on other sectors of the economy. Unfortunately, the power sector in Bangladesh has played almost a reverse role, being associated with rampant corruption, mismanagement, and unreliable service provision, thus depriving the clientele from needed services. About 80% of the subscribers have complained about service failures in the sector. This study examines the elements of postcomplaint satisfaction with customer service. Descriptive statistics reveal the "low quality" perception that subscribers harbor about the particular utility service. Multiple regression analysis suggests that providers' empathy had the greatest effect on customer satisfaction followed by assurance. Using the metrics suggested by this study, the article concludes how social control mechanisms can restore "service justice" to the legitimate customers and enhance their welfare by making the provider more effective as a customer-responsive organization. Published 2016-12-04T06:39:05Z 2016-12-04T06:39:05Z 2012 Article Andaleeb, S. S., Huda, S. S. M. S., Akhtar, A., & Dilshad, S. (2012). Customer satisfaction with complaint resolution in the power sector in a developing economy. Journal of Nonprofit and Public Sector Marketing, 24(3), 181-201. doi:10.1080/10495142.2012.705178 10495142 http://hdl.handle.net/10361/7097 http://doi.org/10.1080/10495142.2012.705178 en http://www.tandfonline.com/doi/abs/10.1080/10495142.2012.705178 © 2012 Taylor and Francis Group, LLC.
institution	Brac University
collection	Institutional Repository
language	English
topic	Complaint resolution Customer satisfaction Developing country Power sector Service quality
spellingShingle	Complaint resolution Customer satisfaction Developing country Power sector Service quality Andaleeb, Syed Saad Huda, S. S M Sadrul Akhtar, Afsana Dilshad, Segufta Customer satisfaction with complaint resolution in the power sector in a developing economy
description	This article was published in the Journal of Nonprofit and Public Sector Marketing [©2012 Published by Taylor and Francis Group, LLC.] and the definite version is available at: http://doi.org/10.1080/10495142.2012.705178 The Article's website is at: http://www.tandfonline.com/doi/abs/10.1080/10495142.2012.705178
format	Article
author	Andaleeb, Syed Saad Huda, S. S M Sadrul Akhtar, Afsana Dilshad, Segufta
author_facet	Andaleeb, Syed Saad Huda, S. S M Sadrul Akhtar, Afsana Dilshad, Segufta
author_sort	Andaleeb, Syed Saad
title	Customer satisfaction with complaint resolution in the power sector in a developing economy
title_short	Customer satisfaction with complaint resolution in the power sector in a developing economy
title_full	Customer satisfaction with complaint resolution in the power sector in a developing economy
title_fullStr	Customer satisfaction with complaint resolution in the power sector in a developing economy
title_full_unstemmed	Customer satisfaction with complaint resolution in the power sector in a developing economy
title_sort	customer satisfaction with complaint resolution in the power sector in a developing economy
publisher	© 2012 Taylor and Francis Group, LLC.
publishDate	2016
url	http://hdl.handle.net/10361/7097 http://doi.org/10.1080/10495142.2012.705178
work_keys_str_mv	AT andaleebsyedsaad customersatisfactionwithcomplaintresolutioninthepowersectorinadevelopingeconomy AT hudassmsadrul customersatisfactionwithcomplaintresolutioninthepowersectorinadevelopingeconomy AT akhtarafsana customersatisfactionwithcomplaintresolutioninthepowersectorinadevelopingeconomy AT dilshadsegufta customersatisfactionwithcomplaintresolutioninthepowersectorinadevelopingeconomy
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Customer satisfaction with complaint resolution in the power sector in a developing economy

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