Title :
The Impact of Corporate Image and Customer Expectation on Customer Satisfaction: An Empirical Study in Power Supply Industry
Author :
Huo Yingbao ; Xu Li
Author_Institution :
Service Quality Res. Centre, Nanjing Univ. of Finance & Econ., Nanjing, China
Abstract :
In this paper, we study the impact of corporate image and customer expectation on customer satisfaction in power supply industry. We took 1150 customers of Jiangsu Electric Power Company (JEPC) as samples and made an empirical analysis with SAS software. It was found that corporate image had remarkably positive affect on customer satisfaction while customer expectation had weakly negative affect on customer satisfaction. Finally, suggestions were put forward on how to improve customer satisfaction.
Keywords :
customer satisfaction; electricity supply industry; Jiangsu Electric Power Company; SAS software; corporate image; customer expectation; customer satisfaction; power supply industry; Companies; Customer satisfaction; Fitting; Indexes; Loading; Mathematical model; Reliability;
Conference_Titel :
Management and Service Science (MASS), 2010 International Conference on
Conference_Location :
Wuhan
Print_ISBN :
978-1-4244-5325-2
Electronic_ISBN :
978-1-4244-5326-9
DOI :
10.1109/ICMSS.2010.5577206
