Determining factors affecting customer satisfaction of the national electric power company (MERALCO) during the COVID-19 pandemic in the Phillippines

Ardvin Kester S Ong; Yogi Tri Prasetyo; Ryuichi T Kishimoto; Klint Allen Mariñas; Kirstien Paola E Robas; Reny Nadlifatin; Satria Fadil Persada; Poonyawat Kusonwattana; Nattakit Yuduang

doi:10.1016/j.jup.2022.101454

Determining factors affecting customer satisfaction of the national electric power company (MERALCO) during the COVID-19 pandemic in the Phillippines

Util Policy. 2023 Feb:80:101454. doi: 10.1016/j.jup.2022.101454. Epub 2022 Dec 7.

Authors

Ardvin Kester S Ong¹, Yogi Tri Prasetyo^{1

2

3}, Ryuichi T Kishimoto^{1

4

5}, Klint Allen Mariñas^{1

6}, Kirstien Paola E Robas¹, Reny Nadlifatin⁷, Satria Fadil Persada⁸, Poonyawat Kusonwattana⁹, Nattakit Yuduang^{1

4}

Affiliations

¹ School of Industrial Engineering and Engineering Management, Mapúa University, Manila, Philippines. 658 Muralla St., Intramuros, Manila, 1002, Philippines.
² International Program in Engineering for Bachelor, Yuan Ze University, 135 Yuan-Tung Road, Chung-Li, 32003, Taiwan.
³ Department of Industrial Engineering and Management, Yuan Ze University, 135 Yuan-Tung Road, Chung-Li, 32003, Taiwan.
⁴ School of Graduate Studies, Mapúa University, Manila, Philippines. 658 Muralla St., Intramuros, Manila, 1002, Philippines.
⁵ College of Engineering and Information Technology, Pamantasan Ng Lungsod Ng Valenzuela. MXV9+GJF, Maysan Rd, Valenzuela, Metro Manila, Philippines.
⁶ Department of Industrial and Systems Engineering, Chung Yuan Christian University, Taoyuan, 320, Taiwan.
⁷ Department of Information Systems, Institut Teknologi Sepuluh Nopember, Kampus ITS Sukolilo, Surabaya, 60111, Indonesia.
⁸ Entrepreneurship Department, BINUS Business School Undergraduate Program, Bina Nusantara University, Jakarta, 11480, Indonesia.
⁹ Department of Industrial Engineering, Faculty of Engineering, North-Chiang Mai University, Chiang Mai, 50230, Thailand.

Abstract

This study aimed to determine factors affecting customer satisfaction of national electric power companies during the COVID-19 pandemic by integrating SERVQUAL and Expectation-Confirmation Theory approaches. A total of 529 participants voluntarily participated and answered an online questionnaire of 49 questions. Structural equation modeling indicated that Tangibility, Empathy, and Responsiveness were positively related to Service Quality which subsequently led to Customer Expectation, Energy Consumption, and Perceived Performance (PE). In addition, a higher PE was positively related to Confirmation, which eventually led to Customer Satisfaction. It was evident that integrating SERVQUAL and ECT could holistically measure customer satisfaction among electricity service providers.

Keywords: Electric power company; Expectation-confirmation theory; SERVQUAL; Satisfaction.