Quality Perception in Utility Provision : A Conceptual and Empirical Approach
The perspective of this study is not only academic but also practical. As regards the academic aspect, this work will explore the professional literature related to quality perception and, particularly, the conceptual discussion about the object of...
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| Language: | English en_US |
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Washington, DC
2013
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| Online Access: | http://documents.worldbank.org/curated/en/2012/01/16402569/quality-perception-utility-provision-conceptual-empirical-approach http://hdl.handle.net/10986/13007 |
| Summary: | The perspective of this study is not
only academic but also practical. As regards the academic
aspect, this work will explore the professional literature
related to quality perception and, particularly, the
conceptual discussion about the object of satisfaction
measurement in a market research involving utility customers
and their perception of service quality. As the immediate
consequence of this theoretical review, the study intends to
develop the general guidelines of a survey meeting the best
standards from the point of view of the theory. In the
second place, this work seeks to carry out some measuring so
as to empirically evaluate the principles analyzed in the
previous section. In light of these purposes, the work is
structured as follows: chapter one deals with the theme from
a theoretical perspective and reviews literature arising
from disciplines such as marketing and economics. Chapter
two develops the general structure of a survey with
suggestions about its construction and design that will be
taken into account when performing the appropriate field
studies; chapter three presents the results of the field
studies. Finally, the study shows the conclusions drawn. |
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