Quality analysis in the service sector of an electricity generating company according to Servqual’s model

Abstract

Measuring the quality of service levels in self-service, rural and urban emergency services, as well as the wait time for a possible customer until connection offered by an electricity company continues as an objective, based on the perspective proposed by Parasuraman et al. (1985). In order to detect the sources of problems in service quality and seek improvement, this model is based on the principle of comparison between the perceived service and the expected service, considering that the expectations of customers is strongly influenced by their personal needs.The survey had participation from 2450 customers distributed in the 98 neighborhoods of the municipality, which were already familiar with the services provided, since, in the state of Paraná, this company is currently the only electricity utility to serve the population. To analyze the survey, dimensions related to Access, Efficiency, Receptivity, Ease of understanding, Flexibility, Customization, Privacy, Wait time for service, Trust and Security were considered. The perceived quality evaluation for these services was considered average for practically all dimensions. This study also presents a comparison between the ten dimensions evaluated and the method of the main components of factor analysis, responsible for extracting five new dimensions: Trust in the company, Flexibility in providing service, Ease of self-service, Security and Speed. And even though these new dimensions have significantly reduced the initial number of variables analyzed, there was no loss in relation to the importance of the services provided by the company.