Dimensions of consumer satisfaction/dissatisfaction with services: The case of electric utilities
William O. Bearden Ph.D., Richard M. Durand Ph.D., J. Barry Mason Ph.D., Jesse E. Tell Ph.D.
Journal of the Academy of Marketing Science · 1978 · Volume 6 · Issue 4
Abstract
This paper reports the results of research designed to explore the dimensions of consumer satisfaction/dissatisfaction with various aspects of electric utility company performance and to develop psychographic, demographic, political orientation and media usage profiles of these satisfied/dissatisfied persons. Distinct differences between the two groups emerged which are not totally consistent with previous findings about consumers dissatisfied with tangible products. Directions for future research are suggested.
Keywords
Consumer Research, Electric Utility, Energy Crisis, Energy Problem, Utility Perception
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