Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
Addition, service quality expectations and perceptions in the Philippines are influenced
by consumers experience. (http://pcoo.gov.ph/government_directory.htm)
In Davao del Sur, the sole distribution utility that delivers power is Davao Del Sur
Electric Cooperative popularly known as DASURECO. Thus, the researchers found out
that there are consumers undergoes some problems with regards on how DASURECO
personnel offer their services which leads to their dissatisfaction. In fact, service quality
is considered an issue in the electricity distribution.
Therefore, the global, national and local problems above pose urgency for the
conduct of the study. With this, the study aiming to determine the level of consumer
services like meter, service drop, streetlight, transformer, pole and line with the level of
satisfaction of its consumers is hereby conducted.
Statement of the Problem
This study was conducted to evaluate the consumer services and the level of
consumers satisfaction of Davao Del Sur Electric Cooperative.
Specifically, this study sought to answer the following questions:
1.
increasing the level of customer service and hence the customer satisfaction. Using
trained staffs also, increases the accountability of the company (Nilda et al., 2009).
Chiosa, N. (2010) states that the assurance of the power quality supplied
to consumers represents one of the most important issues that have to be fulfilled,
related to substation ancillary services power supply sources. On the other hand, one of
shutoff switch to turn off all power; when circuit breakers are used this is provided by the
main circuit breaker. Service drop conductors and underground lateral conductors are
the conductors coming from the service point to the service entrance conductors or,
sometimes, directly to the service equipment itself.
Streetlight
Qin Li-jun et.al (2011) introduced an intelligent streetlight energy-saving system
based on LonWorks power line communication technology. It uses
power line
combined
Monitoring
Software
to
i.LON
achieve
lighting accounts for a significant portion of a local government's energy bill. Streetlights
alone can represent from 5 percent to over 60 percent of a municipal government's
energy expenditures.
Transformer
Purwadi,
(2011)
explains
that
the
main
and
auxiliary
power
transformer installed have been fulfilled their design life, the concept of simple
replacement of power transformer in the system considering it as weak or potential
source of trouble is no more valid in the present scenario of financial constraint. Today
the paradigm has changed and many efforts are being directed to explore new
approach/techniques of testing, monitoring, diagnosis, life assessment and condition
evaluation and possibility of extending the life of existing power transformer. In this
effort of extending the life of existing power transformer, testing and diagnostics of
power transformer conditions become very important step whether it is possible to
extend certain time of useful life beyond design life and save investment on new
power transformer. It mainly asses the life condition of total insulation system of
power transformer due to failure of insulation material considered to be major factor in
power transformer,
Transformers are commonly used in applications which require the conversion of
AC voltage from one voltage level to another. There are two broad categories of
transformers: electronic transformers, which operate at very low power levels, and
power transformers, which process thousands of watts of power. Electronic
transformers are used in consumer electronic equipment like television sets, VCRs, CD
players, personal computers, and many other devices, to reduce the level of voltage
from 220V (available from the AC mains) to the desired level at which the device
operates. Power transformers are used in power generation, transmission and
distribution systems to raise or lower the level of voltage to the desired levels. The basic
principle of operation of both types of transformers is the same. Transformers find many
applications in electric power distribution where they are employed for increasing or
decreasing voltage levels.
Pole
Crosby (2011) states that utility poles often support wires and other components
for many utilities such as electric power, telecommunications, cable television, and fiber
optic. Transmission lines typically carry the electric power from the source to
substations where distribution lines branch off to supply the surrounding businesses and
homes with power. From the genre of poles including lighting, traffic, and homeland
security, this report focuses only on lighting. Light poles are typically freestanding poles
with light fixtures at the top.
These are the insulators which prevent energized wires from coming in contact
with each other or the utility pole, primary wires are on top of the pole and usually carry
12,000 volts of electricity from a substation, Cutouts act like a fuse and open when there
is a problem with the line or a section of it, the neutral wire is below the transformer and
acts as a line back to the substation and balances out the amount of electricity or load
on the system and the transformers convert higher voltage electricity carried by primary
wires and lowers the voltage for use by customers.
Line
Nerves (2012) consider the impact of transmission line rentals on the pricing of
Flexible Electricity Contracts, which allow flexible scheduling of electric energy, using a
no-arbitrage approach. A Flexible Electricity Contract requires the buyer or seller to
schedule the amount of energy to be supplied for each time interval. Given stochastic
models for spot and line rental prices, this approach determines the optimal price of the
Flexible Electricity Contract by determining the opportunities that can be advantageous
to the buyer or seller, and setting the price of the contract such that there is no
arbitrage. Simulations are conducted using spot and line rental price information from
the
Philippine
has
Market.
significant
It
impact
shows
on
that
the
considering
pricing
of
Flexible Electricity Contracts. Futhermore, it also considers the impact of daily and
hourly scheduling provisions on the contract prices.
Consumer Satisfaction
According to Nicola (2012), customers or members satisfaction refers to the
extent to which customers are happy with the products and services provided by a
business. Customer satisfaction levels can be measured using survey techniques and
questionnaires. Gaining high levels of customer satisfaction is very important to a
business because satisfied customers are most likely to be loyal and to make repeat
orders and to use a wide range of service range of services offered by a business.
Thus, Afsar et al. (2010) asserted that acquiring a new customer is always expensive
because it costs higher in the acquisition of a customer than in retention customers as it
happens only when customers have repeatedly purchased the products and services
and the volume of purchase increases.
Customer
satisfaction
has
been
defined
in
various
ways,
but
the
can be done in different ways and one way is by trying to know their expectations and
perceptions of services offered by service providers. In this way, service quality could
be assessed and thereby evaluating customer satisfaction.
Furthermore, according to Ramirez (2010) the importance of customer
satisfaction is apparent when you realize that, without customers, you dont have a
business. A single unsatisfied customer can send more business away from your
company than 10 satisfied customers. The more you focus on customer retention and
customer support, the more long term business youll get. Its worth it to focus on
customer satisfaction strategies, no matter how large or small your company is. A big
part of customer satisfaction is reliability. If customers come to expect a certain mode of
behavior from you and your employees, you should deliver it to them each and every
time. Customers want to be able to rely on you. They expect consistent delivery time (if
applicable) and support. By training your employees to treat all customers with the
same respect, your customers will all have the same experience with your company,
which will increase customer satisfaction. Thus service quality acts as a determinant of
customer satisfaction (Wilson et al., 2008,)
Wicks et al. (2009) has been proven that an organization which consistently
satisfies its customers, enjoy higher retention levels and greater profitability due to
increase customer loyalty. For this reason every company works hard daily to win the
hearts of customers by satisfying them in order that they become loyal customers to
their brands in order to increase sales and profit.
Measuring customer satisfaction could be very difficult at times because it is an
attempt to measure human feelings. It was for this reason that some existing researcher
presented that the simplest way to know how customers feel, and what they want is to
ask them this applied to the informal measures (Levy, 2009, p. 6; NBRI, 2009).
Ahmed et al., (2010) conducted a mediation of customer satisfaction relationship
between service quality and repurchase intentions for the telecom sector among
university students, with SERVQUAL models 5 dimensions (tangibles, responsiveness,
empathy, assurance and reliability) by Parasuraman et al. (1988) to measure service
quality.
Tangibility
Srinivasan (2012) stated that in a service enterprise, consumers often rely on
tangible evidence that surrounds the service to form their own evaluation of the service.
It can be a variety of objects such as carpeting, desks, lighting, wall colours,
correspondence, brochures and the appearance of the firms personnel. The tangible
components focus on two dimensions - equipment and facility and personnel and
communication. In other words, the tangible dimension is about creating first hand
impressions. A company should want all their customers to get a unique positive and
never forgetting first hand impression, this would make them more likely to return in the
future. This is an evidence of facilities, personnel, and communication materials used by
the company while offering services to customers. Tangibles also vary in availability of
kids corners, parking spaces, recreational facilities, food courts. cleanliness, ambience,
maintenance, range of products, layout, shelves, aisles, display signs, promotional
islands and assortments. On other hand, it refers to the physical characteristics
associated with the service encounter, the physical surroundings represented by objects
(for example, interior design) and subjects (for example, the appearance of employees).
Verma (2008) related that tangible part of product or service package may
include product or equipment. The facility is intentionally designed to encourage the
customer to continuously transact with the activities in the firm. Designs that can be
seen and touched can catch the attention of the customers. Truly says, tangible cues
are directly or peripherally part of a service that can be brought into focus through the
physical representation strategy. If you want to receive a good impression with your
facilities, consider your tangible object representation including the appearance of
employees.
Reliability
Srinivasan (2012) said that reliability refers to the consistency and dependability
of a firms performance. The customer might take to know whether the firm provides the
same level of service each time or its quality varies with each service encounter. It has
been generally found that number of service firms fail to keep up their promises. The
result is that the consumer is willing to pay only when the service provider provides
transactions as promise. Failure to provide reliable service translates a service firm to
an unsuccessful firm.
Vicor (2009) defined reliability as the probability that a device will perform its
required function under stated conditions for a specific period of time. It is the service
company ability to deliver promises on time, ability to perform the promised service
dependably and accurately. It can be measure through speed of service and accuracy
of transactions. Reliability is the consistency of measurement, or the degree to which an
instrument measures the same way each time it is used under the same condition with
the same subjects.
At all times the service providers should be reliable in giving service to the
customer. Performing and maintaining a sincere service to the customer at all times
should be deployed in this way members will retain. Services should be available at all
times so that as members want it, they can have it. It involves working with all your
heart for you to perform the task easily and deliver it without errors. Thats why reliability
rated as the most important dimension as observed by the majority. Reliability is
connected to the consistency of performance and dependability, this aspect includes
keeping promises, showing a sincere interest in solving problem, give right service the
first time, providing the service at the time the company promises to do so and trying to
keep an error free record. It is about showing interest in solving a problem.
Responsiveness
Srinivasan (2012) asserted that responsiveness refers to the readiness of the
employees of the service firm to provide service in a timely manner. It reflects the
preparedness of the firm to provide the service. Sometimes, services are not advertised
till the delivery systems are finetuned and prepared to handle large incoming volumes in
order to meet the customers expectations. In addition, responsiveness is adopting a
can-do attitude, and a willingness to go the extra mile for the customer. Thus, De Silva
defined responsiveness as the outcome that can be achieved when institutions and
institutional relationships are designed in such a way that they respond appropriately to
the universally legitimate expectations of individuals. It is said that it can be viewed from
two angles. Firstly, the user of the health care system is often portrayed as a consumer,
with greater responsiveness being perceived as a means of attracting consumers.
Secondly responsiveness is related to the safeguarding of rights of patients to adequate
and timely care. On the other hand, it is willingness to help customers and provide
prompt service. It also measures the speed of response to complaints and concern,
desire for assisting.
Responsiveness means working hand on hand with the customers. Being
responsive to customers is the baseline of all interactions with them. This serves as the
starting point. If your organization cannot deliver on its promises, then customers will
look elsewhere. It involves working with customers to find better ways to meet their
needs. Time is a very important factor for the entire individual as what the saying goes
every second counts.
Assurance
Srinivasan (2012) declared that assurance is a reference to the courtesy
extended by the service firm to its customers and its competence of service, in addition
to the security of the operations. The firm should have the skills to compete service, be
it professional or knowledge service. The firms personnel should interact with the
customer in a polite and friendly manner and with consideration. Security reflects
customer feelings when he takes the service from the firm that he is free from danger,
risk or doubt. High quality satisfying service requires that a firm understand the
members need in details as also the operational constraints. One of the best factors
customer look into the firm they are transacting with is the security. Of course, everyone
wants secure transaction every time they do so. It gives the factor of how secured they
are if they enter in that firm. The effectiveness and efficiency of the services relies
surely on the security basis. Service providers are expected to be the experts of the
service theyre delivering and building a good relationship towards its members by
developing their trust and confidence to the firm.
Furthermore, the degree courtesy of service providers workers and their ability to
communicate trust to customers. Assurance and empathy involve some of the
dimensions that have been done away with like communication, credibility, security,
competence, courtesy, understanding/knowing customers and access. This is because
these variables did not remain distinct after the two stages of scale purification,
(Parasuraman et al., 1988, p.23). Assurance may vary in concern for customers, staff
attitude, security for transactions, parking.
Empathy
Srinivasan (2012) claimed that a service firm should have the ability to
experience a customers feelings as its own. Empathetic firms understand customer
needs and make their services acceptable to their customers. It should emphasize the
importance of attitudes and performance of contact personnel on how they deal with
their customers. Employees give personal attention towards customer for every concern
they arouse. This includes the ability to show customer that the service provider care
about him. Thus, it is a way of putting our feelings in the customers shoes which gives
way of understanding to their feelings and positions regarding the services they have
rendered. If we try to enter their feelings, we can access how satisfy or dissatisfy they
are on the services. Being able to build good relationship with the customer,
understanding their needs and providing them with personalized services are very
essential.
Independent Variable
Dependent Variable
Consumers
Satisfaction
Consumer Service
Meter
Service Drop
Streetlight
Transformer
Pole
Line
Tangibility
Reliability
Responsiveness
Assurance
Empathy