Factor affection customer statisfaction based on service quality intrument in the electricity sector : a study in Kudat, Sabah / Nur Hasana Isail

The purpose of this study is to investigate the determinant customer satisfaction in the electricity supply service sector. As customer are more concerned about quality nowadays, service industries have become very competitive towards delivering a great service. There are very limited research and study that have been conducted on the service quality of electricity utilities. This is due to the nature of the market where there is normally a single company that monopoly in a specific region that supply this services and customer are left with no choice but to continue buying their services regardless of their satisfaction level. However, the researcher believes that it remains as a very important matter for research as it is a challenge for service provider to enhance their service and emphasizes its desirability to meet customer satisfaction (Suchismita Satapathy, An analysis for service quality enhancement in electricity utility sector of India, 2014).