How Delight Our Customers? Application of Kano Model in Electricity Power Distribution Companies

In this article, the way to satisfy customers in electricity distribution companies has been analyzed using the Kano model. For this purpose, first the requirements and features of service quality that are important for the subscriber have been determined. Then, the Kano model questionnaire was revised and localized according to the requirements of subscribers, service quality characteristics and characteristics of electricity distribution companies. The geographical scope of this research is Natanz city, so the research questionnaire was randomly completed by a sample of ۳۸۰ people among the applicants and subscribers of Natanz city electricity affairs. Next, the data collected by the questionnaires were analyzed using Kano's evaluation table, during which the service requirements were classified in the form of must be, one-dimensional, attractive, inverse and indifferent requirements. The findings of the research prove that ۶ of the service requirements in the field of electricity distribution company's subscribers are of the must be type (M), ۵ of the one-dimensional type (O), and ۸ of the attractive type (A). And the number of ۳ service features are of indifferent type (I). It is obvious that the method and results of this research can be generalized and implemented in other affairs and electricity distribution companies.

Keywords:

Kano model , Customer satisfaction , Electricity distribution company