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Customer satisfaction and price acceptance in the case of electricity supply

Author

Listed:
  • Gabor Rekettye
  • Jozsef Pinter

Abstract

The paper reports empirical research exploring the relationship between satisfaction and price acceptance in the case of a basic utility. The research is based on a face-to-face questionnaire survey of a representative sample of randomly selected 1384 residential consumers in Hungary. The respondents were asked about their satisfaction with electricity supply and at the same time they were requested to evaluate the prices compared to the perceived value of the service they received. The statistical model developed for the analysis of this relationship proved to be reliable and significant. It proved the existence of the basic hypothesis that satisfied customers have higher price acceptance.

Suggested Citation

  • Gabor Rekettye & Jozsef Pinter, 2006. "Customer satisfaction and price acceptance in the case of electricity supply," International Journal of Process Management and Benchmarking, Inderscience Enterprises Ltd, vol. 1(3), pages 220-230.
    • Handle: RePEc:ids:ijpmbe:v:1:y:2006:i:3:p:220-230
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    Citations

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    Cited by:

    1. Carvalho, António, 2017. "Drivers of reported electricity service satisfaction in transition economies," Energy Policy, Elsevier, vol. 107(C), pages 151-157.
    2. Swapan Kumar Saha & Guijun Zhuang & Sihan Li, 2020. "Will Consumers Pay More for Efficient Delivery? An Empirical Study of What Affects E-Customers’ Satisfaction and Willingness to Pay on Online Shopping in Bangladesh," Sustainability, MDPI, vol. 12(3), pages 1-22, February.
    3. Dimitrios Drosos & Grigorios L. Kyriakopoulos & Garyfallos Arabatzis & Nikolaos Tsotsolas, 2020. "Evaluating Customer Satisfaction in Energy Markets Using a Multicriteria Method: The Case of Electricity Market in Greece," Sustainability, MDPI, vol. 12(9), pages 1-19, May.
    4. Antonio Carvalho, 2015. "Reported Utility Service Satisfaction: The Case of Electricity in Transition Economies," CEERP Working Paper Series 001, Centre for Energy Economics Research and Policy, Heriot-Watt University, revised Nov 2015.

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