Augmenting consumer welfare was a key justification behind the reform of utilities from the 1980s. But three decades later, evidence is mounting that consumer satisfaction with household utilities is quite uneven. Moreover; governments, regulators, and international organizations are...

This paper describes the methodology employed and the results obtained in a study we conducted to estimate the costs sustained by electricity users for voltage quality. The study concerned, in particular, Italian industrial consumers, connected to medium voltage distribution networks. We have...

This paper provides a comparative analysis of statistical methods to evaluate the consumer perception about the quality of Services of General Interest. The evaluation of the service quality perceived by users is usually based on Customer Satisfaction Survey data and an ex-post evaluation is...

Tourism satisfaction is one of the most important components in the analysis of tourism behavior as, it not only affects the choice of tourism destination and the consumption of products, but also affects tourist's future decision to return to the same destination. The main objective of this...

Purpose -The present study examines the factors that have an impact on 'customer satisfaction' in the context of private utility companies. The main purpose of the study is accomplished through the development and the empirical testing of a conceptual framework (research model). The proposed...

Purpose – The present study examines the factors that have an impact on "customer satisfaction" in the context of private utility companies. The main purpose of the study is accomplished through the development and the empirical testing of a conceptual frame-work (research model). The proposed...

The research question addressed by this paper is a simple one: are European consumers happy with the price they pay for electricity supply services after two decades of reforms? We focus on self-assessed consumers’ satisfaction as reported in three waves of Eurobarometer survey,...

Purpose -The present study examines the factors that have an impact on “customer satisfaction” in the context of private utility companies. The main purpose of the study is accomplished through the development and the empirical testing of a conceptual framework (research model). The proposed...