Abstract

DAVILA BUSTAMANTE, Manuel Enrique; CORONADO QUINTANA, José Ángel  and  CERECER CASTRO, Bayardo Manuel. Dimensions of service quality in the distribution and commercialization process of electric energy. Contad. Adm [online]. 2012, vol.57, n.3, pp.175-195. ISSN 0186-1042.

This article reviews the dimensions of service quality perceived by customers of the electric system for research through a model, which integrates the theories of SERVQUAL, outcome quality and field service. Factor analysis to evaluate the composition of the dimensions and a structural equation method to validate the theoretical model of the case were applied. The sample is of 3,803 users via a telephone survey operated in the states of Sonora and Sinaloa in the Mexican Republic. The factor analysis results show that the composition of the dimensions of functional service quality or process does not match the composition and dimensions of the SERVQUAL model. Likewise, the construct of the functional quality in base is different from the construct of the functional quality in field and, finally, the structural equation analysis confirms that the construct of outcome quality is not a separate dimension from the functional quality, therefore, both measure service quality.

Keywords : Service quality; SERVQUAL; functional quality; outcome quality; field service; telephone survey.

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