Evaluating Customer Satisfaction in Energy Markets Using a Multicriteria Method: The Case of Electricity Market in Greece

Abstract

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.