ORIGINAL PAPER
Customer satisfaction on electricity service quality in Hanoi, Vietnam
1
A Chau Industrial Technology Joint Stock Company, Viet Nam
2
Faculty of Electrical and Electronic Engineering Technology, Dai Nam University, Viet Nam
3
Institute of Science and Technology for Energy and Environment, Vietnam Academy of Science and Technology, Viet Nam
Submission date: 2025-04-02
Final revision date: 2025-06-10
Acceptance date: 2025-06-10
Publication date: 2025-09-30
Corresponding author
Le Quyen Luu
Institute of Science and Technology for Energy and Environment, Vietnam Academy of Science and Technology, Viet Nam
Institute of Science and Technology for Energy and Environment, Vietnam Academy of Science and Technology, Viet Nam
Polityka Energetyczna – Energy Policy Journal 2025;28(3):127-152
KEYWORDS
TOPICS
ABSTRACT
Assessing customer satisfaction with the quality of electricity service provides important solutions to improve service quality, especially for a competitive electricity market. In Vietnam, the competitive retail electricity market is at the beginning stage, which requires the improvement of its service quality and customer satisfaction for the competitiveness advantage. The study presents the construction of a set of indicators to evaluate customer satisfaction in the electricity sector in Hanoi city, Vietnam, by four customer groups, including administration, resident, industry, and commerce. The novel research method of quantifying and evaluating electricity customer satisfaction is applied by combining the SERVPERF model to build a set of survey questions, descriptive statistics, and linear regression methods to analyze the results, and the Bootstrap to determine the weights of indicators. The study results showed that there was a clear difference in the assessment of customer satisfaction according to five criteria of service quality and four customer groups. The administration customer group had the highest satisfaction level (4.47/5.00 points), followed by the commerce group (4.41/5.00 points); the two groups of residents and industry had the same assessment level of 4.39/5.00 points. The overall score of customer satisfaction in Hanoi city was 4.41/5.00 points. Besides, the weights of the indicators also had a clear difference. The business image plays the most important role, contributing 21.39% to the customer satisfaction score, followed by customer service and communication (20.58 and 20.39%). Information on safety and power price, and power supply reliability contribute to the small shares of the overall customer satisfaction (19.34 and 18.30%). The study suggests that the Hanoi Electricity Company should focus on the most important indicators, and the least satisfied indicators, e.g., business image and information on safety and power price.
CONFLICT OF INTEREST
The Authors have no conflicts of interest to declare.
METADATA IN OTHER LANGUAGES:
Polish
Zadowolenie klientów z jakości usług energetycznych w Hanoi w Wietnamie
zadowolenie klientów, jakość usług energetycznych, konkurencyjny rynek energii elektrycznej, SERVPERF, Bootstrap
Ocena zadowolenia klientów z jakości usług energetycznych dostarcza ważnych rozwiązań pozwalających poprawić jakość usług, zwłaszcza na konkurencyjnym rynku energii elektrycznej. W Wietnamie konkurencyjny rynek detaliczny energii elektrycznej znajduje się w początkowej fazie rozwoju, co wymaga poprawy jakości usług i zwiększenia zadowolenia klientów w celu uzyskania przewagi konkurencyjnej. W artykule przedstawiono zestaw wskaźników służących do oceny zadowolenia klientów w sektorze energetycznym w Hanoi w Wietnamie w podziale na cztery grupy klientów: administrację, mieszkańców, przemysł i handel. Zastosowano nowatorską metodę badania, polegającą na kwantyfikacji i ocenie zadowolenia klientów z usług energetycznych poprzez połączenie modelu SERVPERF do stworzenia zestawu pytań ankietowych, statystyk opisowych i metod regresji liniowej do analizy wyników oraz metody Bootstrap do określenia wag wskaźników. Wyniki badań wykazały wyraźną różnicę w ocenie zadowolenia klientów według pięciu kryteriów jakości usług i czterech grup klientów. Najwyższy poziom zadowolenia odnotowano w grupie klientów z sektora administracji (4,47/5,00 punktów), a następnie w grupie klientów z sektora handlu (4,41/5,00 punktów); dwie grupy klientów z sektora mieszkaniowego i przemysłowego uzyskały ten sam poziom oceny wynoszący 4,39/5,00 punktów. Ogólny wynik satysfakcji klientów w mieście Hanoi wyniósł 4,41/5,00 punktów. Ponadto wagi wskaźników również różniły się wyraźnie. Najważniejszą rolę odgrywa wizerunek firmy, który ma 21,39% udziału w wyniku satysfakcji klientów, a następnie obsługa klienta i komunikacja (20,58 i 20,39%). Informacje dotyczące bezpieczeństwa i ceny energii elektrycznej oraz niezawodności dostaw energii elektrycznej mają niewielki udział w ogólnej satysfakcji klientów (odpowiednio 19,34 i 18,30%). Analiza przeprowadzona w niniejszym artykule sugeruje, że Hanoi Electricity Company powinna skupić się na najważniejszych wskaźnikach oraz wskaźnikach o najniższym poziomie satysfakcji, np. wizerunku firmy oraz informacjach dotyczących bezpieczeństwa i ceny energii elektrycznej.
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