Determining and Modeling the Factors Affecting the Promotion of Customer Satisfaction of Electricity Distribution Companies

Journal of System Management

دوره 7، شماره 3، آذر 2021، صفحه 163-183   

نوع مقاله: Research Paper

شناسه دیجیتال (DOI): 10.30495/jsm.2021.1942263.1533

نویسندگان

Mohammadreza Moradi¹؛ Adel Salavati^{* 1}؛ Reza Shafei²

¹Department of Business Management, Sanandaj Branch, Islamic Azad University, Sanandaj, Iran

²Assoicate Professor of Business Management Departmant, Faculty of Humanities and Social Scineces, University of Kurdistan, Sanandaj, Iran

چکیده

The electricity industry is one of the most important and vital development of countries, as the electricity access index is one of the main components of assessing the degree of industrial competitiveness. In Iran, the electricity industry has a relatively long history and more than a century and now with a production capacity of about 80,000 MW and with the support of more than a thousand large, medium and small enterprises and localization of equipment and technical and engineering services, it is one of the leading industries in the country. According to this issue, the purpose of this study is to determine and model the factors affecting the promotion of customer satisfaction of electricity distribution companies. The method of the present study is a special type of qualitative research tradition called data theory. The sample size is determined based on the theoretical adequacy method and includes 16 expert managers of power distribution companies in 9 provinces of the country who have been selected based on the selection method and snowball, data collection tools are text, first a set of primary topics was collected during the coding process and categories were extracted from their entrails. Then, in the axial coding stage, the link between these categories was shown in the form of a coding paradigm.

کلیدواژه‌ها

Quality of Service؛ Customer Satisfaction؛ Electricity Industry؛ Tavanir

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