Evaluation of Houssehold’s Satisfaction of Service Quality of Electricity Supply in Hung Yen City Area, Hung Yen Province

Purpose of this research is estimating consumer satisfaction with the quality of electricity service; identifying and analyzing factors which have an influence on household satisfaction with services of Hung Yen Power Company in Hung Yen province. The information is collected by surveying 110 households using electricity (based on 27 standards in 6 groups of service quality, including service attitude; electricity price; receiving feedbacks; providing information to consumers; payment of electricity and time of delivering to consumers. Research methods are: Cronbach’s alpha, Exploratory factor analysis (EFA) with Likert - type scale and regression model to identify, select and analyze levels of satisfaction as well as factors which impact on customer satisfaction with the quality of electricity service of Hung Yen Power Company in Hung Yen province. The research findings are: the level of household satisfaction with the service quality of Hung Yen Power Company in Hung Yen province which bases on research indicators is normal; there is a positive correlation between household satisfaction and group of factors such as time of delivering to consumers, receiving feedbacks, service attitude and providing information to consumers.