THE RELATIONSHIP BETWEEN VARIOUS ASPECTS OF THE ELECTRICITY DISTRIBUTION COMPANYS PERFORMANCE AND CUSTOMERS SATISFACTION AS WELL AS THEIR PERCEIVED JUSTICE

Abstract

This study investigates different dimensions of perceived justice and its relationship with customer satisfaction in Electricity Distribution Company in Ardabil, Iran. Since the electricity distribution company rarely has a face-to-face contact with customers, it is difficult to examine customers' satisfaction through the conventional techniques. Therefore, based on the literature, a questionnaire was developed and distributed among 2395 individuals of diverse groups. By exploratory factor analysis, six different factors of the electricity distribution company's performance which are effective in satisfaction were detected. Finally, these factors' relation to the different dimensions of justice and customer satisfaction was studied. The results indicated that the factors which were the most effective in customers' satisfaction and their perceived justice were the ones related to communication. Regarding some differences in perceived procedural and distributive justice, the announcing factor indicated the highest correlation with customer satisfaction. Accordingly, it may be claimed that a good face-to-face contact has no substitution so far, and one-way communication can only serve its role partially.