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ANN, QFD and ISM approach for framing electricity utility service in India for consumer satisfaction

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  • Suchismita Satapathy

Abstract

Competition in the electric service industry is highlighting the importance of a number of issues affecting the nature and quality of customer service. The quality of service(s) provided to electricity customers may be enhanced by competition, if doing so offers service suppliers a competitive advantage. On the other hand, service quality offered to some consumers could decline if utilities focus their attention on those customers most likely to exercise choice, while reducing effort and investment to serve customers less likely to choose alternatives. Service quality is defined as the way in which the utility interacts with and responds to the needs of its customers. To achieve maximum consumer satisfaction in electricity service, ANN is applied to test the service satisfaction in electricity service. Then, this paper has designed a frame work by QFD and also find interrelationship between these design requirements by ISM.

Suggested Citation

  • Suchismita Satapathy, 2014. "ANN, QFD and ISM approach for framing electricity utility service in India for consumer satisfaction," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 18(4), pages 404-428.
    • Handle: RePEc:ids:ijsoma:v:18:y:2014:i:4:p:404-428
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    Cited by:

    1. Debesh Mishra & Suchismita Satapathy, 2019. "An assessment and analysis of musculoskeletal disorders (MSDs) of Odisha farmers in India," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 10(4), pages 644-660, August.

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