Version 1
: Received: 17 December 2021 / Approved: 20 December 2021 / Online: 20 December 2021 (09:22:05 CET)
Version 2
: Received: 14 January 2022 / Approved: 17 January 2022 / Online: 17 January 2022 (12:14:14 CET)
Santos Neto, A.S.; Reis, M.R.C.; Coimbra, A.P.; Soares, J.C.V.; Calixto, W.P. Measure of Customer Satisfaction in the Residential Electricity Distribution Service Using Structural Equation Modeling. Energies2022, 15, 746.
Santos Neto, A.S.; Reis, M.R.C.; Coimbra, A.P.; Soares, J.C.V.; Calixto, W.P. Measure of Customer Satisfaction in the Residential Electricity Distribution Service Using Structural Equation Modeling. Energies 2022, 15, 746.
Santos Neto, A.S.; Reis, M.R.C.; Coimbra, A.P.; Soares, J.C.V.; Calixto, W.P. Measure of Customer Satisfaction in the Residential Electricity Distribution Service Using Structural Equation Modeling. Energies2022, 15, 746.
Santos Neto, A.S.; Reis, M.R.C.; Coimbra, A.P.; Soares, J.C.V.; Calixto, W.P. Measure of Customer Satisfaction in the Residential Electricity Distribution Service Using Structural Equation Modeling. Energies 2022, 15, 746.
Abstract
The main objective of this study is to apply structural equation modeling with partial least squares and based on covariance to assess the satisfaction of residential electricity consumers. The methodology used compares the results of both structural equation models to indicate the model that best fits the problem of measuring the satisfaction of residential consumers of electricity concessionaires and licensees. The sample used in the survey contained questionnaire responses from 86.175 individuals considering the period from 2014 to 2018. The constructs evaluated were satisfaction, quality, value, loyalty, and trust. Confidence interval analysis shows that all weights are significant, demonstrating the importance of all the indicators that represent the constructs. The trust, quality, and value constructs can explain 74.4% of the variability of the satisfaction construct, so the explanatory capacity of this relationship is considered substantial. Finally, the evaluation of the performance of the service provided by the electric energy concessionaires/licensees, measured by customer satisfaction, allows for the continuous improvement of services and meeting, even if minimally, the expectations of its consumers.
Keywords
Residential electricity distribution; PLS-SEM; CB-SEM; quality of service; customer satisfaction
Subject
Engineering, Energy and Fuel Technology
Copyright:
This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
Received:
17 January 2022
Commenter:
Agenor Santos Neto
Commenter's Conflict of Interests:
Author
Comment:
In an attempt to reduce the number of pages in the article, actions were taken: i) reducing the size of the images, ii) reducing the size of the tables, iii) adjusting Figure 2, and iv) reducing the texts of the Introduction and Theoretical background. The Introduction was reduced to 1.5 pages, and in the Theoretical background, the mathematical expressions were removed, and Subsection 2.3.1 and Subsection 2.3.2 were removed. Overall the article was reduced by 10.5%.
The methodology was already summarized, and the results could be reduced. Still, the authors had difficulties removing some subsections from the Result, as this implies altering other work results. The subsections of the Results are related to each other. In this way, even small contribution results are relevant to the work. Adjustments were also made to the names of textual entities such as tables and figures and replacing commas with dots in numerals.
Commenter: Agenor Santos Neto
Commenter's Conflict of Interests: Author
The methodology was already summarized, and the results could be reduced. Still, the authors had difficulties removing some subsections from the Result, as this implies altering other work results. The subsections of the Results are related to each other. In this way, even small contribution results are relevant to the work. Adjustments were also made to the names of textual entities such as tables and figures and replacing commas with dots in numerals.