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Dimensions of consumer satisfaction/dissatisfaction with services: The case of electric utilities

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Abstract

This paper reports the results of research designed to explore the dimensions of consumer satisfaction/dissatisfaction with various aspects of electric utility company performance and to develop psychographic, demographic, political orientation and media usage profiles of these satisfied/dissatisfied persons. Distinct differences between the two groups emerged which are not totally consistent with previous findings about consumers dissatisfied with tangible products. Directions for future research are suggested.

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Authors and Affiliations

  1. University of South Carolina, South Carolina, USA

    William O. Bearden Ph.D. & Jesse E. Tell Ph.D.

  2. University of Alabama, Alabama, USA

    Richard M. Durand Ph.D. & J. Barry Mason Ph.D.

Authors
  1. William O. Bearden Ph.D.
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  2. Richard M. Durand Ph.D.
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  3. J. Barry Mason Ph.D.
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  4. Jesse E. Tell Ph.D.
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Bearden, W.O., Durand, R.M., Mason, J.B. et al. Dimensions of consumer satisfaction/dissatisfaction with services: The case of electric utilities. JAMS 6, 278–290 (1978). https://doi.org/10.1007/BF02732312

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  • DOI: https://doi.org/10.1007/BF02732312

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