ESKISEHIR OSMANGAZI UNIVERSITESI IIBF DERGISI-ESKISEHIR OSMANGAZI UNIVERSITY JOURNAL OF ECONOMICS AND ADMINISTRATIVE SCIENCES, vol.15, no.2, pp.437-456, 2020 (ESCI)
In this study, service quality of customers of an electricity distribution company has been investigated with the American Customer Satisfaction Index Model (ACSI). The factors included in ACSI are Perceived Quality, Perceived Value, Customer Complaints, Customer Expectations and Customer Loyalty. In the study, the relationships between the factors and the ACSI model were tested with the help of Partial Least Squares Structural Equation Modeling (PLS-SEM). In this study, a literature review was carried out for the design of the questionnaire. Then, the developed questionnaire was applied face to face with 400 participants in the Buyukdere neighborhood of Eskisehir. At the end of the study, with the help of the data compiled, ACSI was analyzed by PLS-SEM and the suitability of the model was evaluated according to various compliance criteria. From the results of the analysis, it is estimated that a one-unit increase in Perceived Quality will increase the Satisfaction by 0.25 units, and a unit of increase in satisfaction will increase Loyalty by 0.40 units.