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dc.contributor.authorAndaleeb, Syed Saad
dc.contributor.authorHuda, S. S M Sadrul
dc.contributor.authorAkhtar, Afsana
dc.contributor.authorDilshad, Segufta
dc.identifier.citationAndaleeb, S. S., Huda, S. S. M. S., Akhtar, A., & Dilshad, S. (2012). Customer satisfaction with complaint resolution in the power sector in a developing economy. Journal of Nonprofit and Public Sector Marketing, 24(3), 181-201. doi:10.1080/10495142.2012.705178en_US
dc.descriptionThis article was published in the Journal of Nonprofit and Public Sector Marketing [©2012 Published by Taylor and Francis Group, LLC.] and the definite version is available at: The Article's website is at:
dc.description.abstractPublic services play a critical role in helping nations evolve into modern societies. The power sector is especially vital because of its profound influence on other sectors of the economy. Unfortunately, the power sector in Bangladesh has played almost a reverse role, being associated with rampant corruption, mismanagement, and unreliable service provision, thus depriving the clientele from needed services. About 80% of the subscribers have complained about service failures in the sector. This study examines the elements of postcomplaint satisfaction with customer service. Descriptive statistics reveal the "low quality" perception that subscribers harbor about the particular utility service. Multiple regression analysis suggests that providers' empathy had the greatest effect on customer satisfaction followed by assurance. Using the metrics suggested by this study, the article concludes how social control mechanisms can restore "service justice" to the legitimate customers and enhance their welfare by making the provider more effective as a customer-responsive organization.en_US
dc.publisher© 2012 Taylor and Francis Group, LLC.en_US
dc.subjectComplaint resolutionen_US
dc.subjectCustomer satisfactionen_US
dc.subjectDeveloping countryen_US
dc.subjectPower sectoren_US
dc.subjectService qualityen_US
dc.titleCustomer satisfaction with complaint resolution in the power sector in a developing economyen_US

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