IDEAS home Printed from https://ideas.repec.org/a/bas/econst/y2020i3p166-192.html
   My bibliography  Save this article

Possibilities for Improvement of the Service, Provided by Energo-Pro Varna JSC to End Domestic Customers in the City of Varna

Author

Listed:
  • Donka Zhelyazkova
  • Nevena Petrova

Abstract

The article has the aim to outline the specifics of the electric power market and on the basis of a survey of the consumer attitude to the satisfaction from the service and the quality of the delivered to domestic customers of Energo-Pro Varna JSC in the city of Varna services, to outline possibilities for improvement of the service, provided by the company. The basic method, applied in the course of the survey is the questionnaire, in view of the accumulation of information regarding the end consumers’ assessment about different aspects of the process of electric power supply. Three main proposals for the improvement of the customer service have been systematized on this basis, connected with the outsourcing of the telephone services, the introduction of chatbots for the online services and the increase of service quality with the assistance of the so-called “seven quality instruments”: Control list, Stratification method (differentiation), Histogram, Dispersion diagram, Ishikawa diagram, Pareto diagram and the Control chart.

Suggested Citation

  • Donka Zhelyazkova & Nevena Petrova, 2020. "Possibilities for Improvement of the Service, Provided by Energo-Pro Varna JSC to End Domestic Customers in the City of Varna," Economic Studies journal, Bulgarian Academy of Sciences - Economic Research Institute, issue 3, pages 166-192.
    • Handle: RePEc:bas:econst:y:2020:i:3:p:166-192
    as

    Download full text from publisher

    File URL: https://www.iki.bas.bg/Journals/EconomicStudies/2020/2020-3/8_Donka_f-f.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Georgi Georgiev, 2014. "Analysis of the Structure and the Degree of Concentration of the Electric Power Market in Bulgaria," Business & Management Compass, University of Economics Varna, issue 1, pages 40-51.
    2. Michal Stojanov, 2019. "Prospects for Chatbots," Izvestia Journal of the Union of Scientists - Varna. Economic Sciences Series, Union of Scientists - Varna, Economic Sciences Section, vol. 8(3), pages 10-16, December.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.

      More about this item

      JEL classification:

      • O13 - Economic Development, Innovation, Technological Change, and Growth - - Economic Development - - - Agriculture; Natural Resources; Environment; Other Primary Products
      • O14 - Economic Development, Innovation, Technological Change, and Growth - - Economic Development - - - Industrialization; Manufacturing and Service Industries; Choice of Technology
      • Q43 - Agricultural and Natural Resource Economics; Environmental and Ecological Economics - - Energy - - - Energy and the Macroeconomy

      Statistics

      Access and download statistics

      Corrections

      All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:bas:econst:y:2020:i:3:p:166-192. See general information about how to correct material in RePEc.

      If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

      If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

      If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

      For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Diana Dimitrova (email available below). General contact details of provider: https://edirc.repec.org/data/ikbasbg.html .

      Please note that corrections may take a couple of weeks to filter through the various RePEc services.

      IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.