Customer Satisfaction With Complaint Resolution in the Power Sector in a Developing Economy

Public 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…