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During the last decade, the demand for electricity has increased significantly, both for companies and consumers. Therefore, in every country, there are companies developing and functioning to provide various forms of electric energy. The quality of the services that they provide has been of major concern for these companies for the last few years. The objective of this study is to examine residential customers’ satisfaction of electricity providers in Greece regarding various factors, such as the products, services, customer service, and the pricing policy. The present research was conducted with the use of a specially developed website questionnaire; 689 questionnaires were collected from January to June, 2019. The results were analyzed with the multicriteria satisfaction analysis (MUSA) method, which is considered as an aggregation–disaggregation approach developed on the qualitative analysis regression. The results of the study showed that the residential customers were quite satisfied. More specifically, the average global satisfaction index of the residential customers was about 52.15%. Using the results of this study, electricity providers will have the chance to frame their future products and services so as to keep their industrial customers satisfied. This empirical study may serve as a reference for other electricity providers who desire to carry out similar studies in the future.
Dimitrios Drosos; Grigorios L. Kyriakopoulos; Garyfallos Arabatzis; Nikolaos Tsotsolas. Evaluating Customer Satisfaction in Energy Markets Using a Multicriteria Method: The Case of Electricity Market in Greece. Sustainability 2020, 12, 3862 .
AMA StyleDimitrios Drosos, Grigorios L. Kyriakopoulos, Garyfallos Arabatzis, Nikolaos Tsotsolas. Evaluating Customer Satisfaction in Energy Markets Using a Multicriteria Method: The Case of Electricity Market in Greece. Sustainability. 2020; 12 (9):3862.
Chicago/Turabian StyleDimitrios 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 12, no. 9: 3862.
This aim of this paper is to measure industrial consumer satisfaction in the natural gas sector in Greece. By using the Multicriteria Satisfaction Analysis (MUSA) method, the paper measures industrial customer satisfaction based on criteria concerning the provided products and services, communication and collaboration with providers’ staff, customer service, pricing policy and website. The research results that are based on the analysis of 95 questionnaires collected during the period between June 2017 and October 2017 show that the index of the global customer has a good performance as its value is about 74.99%. Furthermore, the satisfaction criterion with the highest performance is the one concerning communication and collaboration with natural gas providers’ staff. It should be noted that the criterion concerning the provided products and services criterion is the only one with high performance and importance—meaning that it should be in the spotlight of the natural gas providers. The paper concludes that there is considerable space for improvements to be made. Customer satisfaction is of great importance for every company, as it can be highly connected with its performance. Using the results of this study, natural gas providers will have the chance to frame their future actions in order to keep their industrial customers satisfied. Taking into account both the fact that industrial customers’ share in the Greek natural gas market is about 25% and that this market has been recently liberalized, it is of vital importance for natural gas providers to have sufficient information about their industrial customers’ satisfaction.
Dimitrios Drosos; Michalis Skordoulis; Garyfallos Arabatzis; Nikos Tsotsolas; Spyros Galatsidas. Measuring Industrial Customer Satisfaction: The Case of the Natural Gas Market in Greece. Sustainability 2019, 11, 1905 .
AMA StyleDimitrios Drosos, Michalis Skordoulis, Garyfallos Arabatzis, Nikos Tsotsolas, Spyros Galatsidas. Measuring Industrial Customer Satisfaction: The Case of the Natural Gas Market in Greece. Sustainability. 2019; 11 (7):1905.
Chicago/Turabian StyleDimitrios Drosos; Michalis Skordoulis; Garyfallos Arabatzis; Nikos Tsotsolas; Spyros Galatsidas. 2019. "Measuring Industrial Customer Satisfaction: The Case of the Natural Gas Market in Greece." Sustainability 11, no. 7: 1905.