Quality Perception in Utility Provision : A Conceptual and Empirical Approach
The perspective of this study is not only academic but also practical. As regards the academic aspect, this work will explore the professional literature related to quality perception and, particularly, the conceptual discussion about the object of...
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| Format: | Policy Note |
| Language: | English en_US |
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Washington, DC
2013
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| Online Access: | http://documents.worldbank.org/curated/en/2012/01/16402569/quality-perception-utility-provision-conceptual-empirical-approach http://hdl.handle.net/10986/13007 |
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okr-10986-130072021-04-23T14:03:03Z Quality Perception in Utility Provision : A Conceptual and Empirical Approach World Bank ADEQUATE WATER ADVERTISING BEST PRACTICES CELL PHONES COMPANY INFORMATION COMPETITIVENESS COMPLAINT CONFIDENCE CONSUMER PROTECTION CUSTOMER EXPECTATIONS CUSTOMER LOYALTY CUSTOMER SATISFACTION CUSTOMER SERVICE CUSTOMS DATA PROCESSING DISTRIBUTION SERVICE DISTRIBUTION SERVICES DISTRICTS DRINKING WATER DWELLINGS ELECTRICITY EQUALITY EQUIPMENT EQUIPMENTS FLOW CHART GEOGRAPHICAL AREA GEOGRAPHICAL AREAS HOUSEHOLDS HUMAN RESOURCES IMAGE IMAGES INTERNATIONAL TRADE INVENTORIES INVESTIGATION LOWER LEVELS OF SERVICE MARKET RESEARCH MARKETING MATERIAL MOBILE TELEPHONE MONOPOLY MUNICIPALITIES NUMBER OF USERS OPERATIONAL ASPECTS PERFORMANCE INDICATOR PERFORMANCES PRIVATE SECTOR PRIVATE SECTORS QUALITY MANAGEMENT QUALITY OF WATER RADIO REGULATORY FRAMEWORK REGULATORY FRAMEWORKS REGULATORY SYSTEM RELIABILITY RESULT RESULTS RETENTION SERVICE PROVIDER SERVICE PROVISION SERVICE QUALITY SOCIAL SCIENCES SUPERVISION TELECOMMUNICATIONS TELEPHONE SERVICES TRANSACTION USER USERS USES UTILITIES WATER CUSTOMERS WATER DISTRIBUTION WATER QUALITY WATER SECTOR WATER SERVICE The perspective of this study is not only academic but also practical. As regards the academic aspect, this work will explore the professional literature related to quality perception and, particularly, the conceptual discussion about the object of satisfaction measurement in a market research involving utility customers and their perception of service quality. As the immediate consequence of this theoretical review, the study intends to develop the general guidelines of a survey meeting the best standards from the point of view of the theory. In the second place, this work seeks to carry out some measuring so as to empirically evaluate the principles analyzed in the previous section. In light of these purposes, the work is structured as follows: chapter one deals with the theme from a theoretical perspective and reviews literature arising from disciplines such as marketing and economics. Chapter two develops the general structure of a survey with suggestions about its construction and design that will be taken into account when performing the appropriate field studies; chapter three presents the results of the field studies. Finally, the study shows the conclusions drawn. 2013-03-27T21:14:42Z 2013-03-27T21:14:42Z 2012-01 http://documents.worldbank.org/curated/en/2012/01/16402569/quality-perception-utility-provision-conceptual-empirical-approach http://hdl.handle.net/10986/13007 English en_US CC BY 3.0 IGO http://creativecommons.org/licenses/by/3.0/igo/ World Bank Washington, DC Economic & Sector Work :: Policy Note Economic & Sector Work Latin America & Caribbean |
| repository_type |
Digital Repository |
| institution_category |
Foreign Institution |
| institution |
Digital Repositories |
| building |
World Bank Open Knowledge Repository |
| collection |
World Bank |
| language |
English en_US |
| topic |
ADEQUATE WATER ADVERTISING BEST PRACTICES CELL PHONES COMPANY INFORMATION COMPETITIVENESS COMPLAINT CONFIDENCE CONSUMER PROTECTION CUSTOMER EXPECTATIONS CUSTOMER LOYALTY CUSTOMER SATISFACTION CUSTOMER SERVICE CUSTOMS DATA PROCESSING DISTRIBUTION SERVICE DISTRIBUTION SERVICES DISTRICTS DRINKING WATER DWELLINGS ELECTRICITY EQUALITY EQUIPMENT EQUIPMENTS FLOW CHART GEOGRAPHICAL AREA GEOGRAPHICAL AREAS HOUSEHOLDS HUMAN RESOURCES IMAGE IMAGES INTERNATIONAL TRADE INVENTORIES INVESTIGATION LOWER LEVELS OF SERVICE MARKET RESEARCH MARKETING MATERIAL MOBILE TELEPHONE MONOPOLY MUNICIPALITIES NUMBER OF USERS OPERATIONAL ASPECTS PERFORMANCE INDICATOR PERFORMANCES PRIVATE SECTOR PRIVATE SECTORS QUALITY MANAGEMENT QUALITY OF WATER RADIO REGULATORY FRAMEWORK REGULATORY FRAMEWORKS REGULATORY SYSTEM RELIABILITY RESULT RESULTS RETENTION SERVICE PROVIDER SERVICE PROVISION SERVICE QUALITY SOCIAL SCIENCES SUPERVISION TELECOMMUNICATIONS TELEPHONE SERVICES TRANSACTION USER USERS USES UTILITIES WATER CUSTOMERS WATER DISTRIBUTION WATER QUALITY WATER SECTOR WATER SERVICE |
| spellingShingle |
ADEQUATE WATER ADVERTISING BEST PRACTICES CELL PHONES COMPANY INFORMATION COMPETITIVENESS COMPLAINT CONFIDENCE CONSUMER PROTECTION CUSTOMER EXPECTATIONS CUSTOMER LOYALTY CUSTOMER SATISFACTION CUSTOMER SERVICE CUSTOMS DATA PROCESSING DISTRIBUTION SERVICE DISTRIBUTION SERVICES DISTRICTS DRINKING WATER DWELLINGS ELECTRICITY EQUALITY EQUIPMENT EQUIPMENTS FLOW CHART GEOGRAPHICAL AREA GEOGRAPHICAL AREAS HOUSEHOLDS HUMAN RESOURCES IMAGE IMAGES INTERNATIONAL TRADE INVENTORIES INVESTIGATION LOWER LEVELS OF SERVICE MARKET RESEARCH MARKETING MATERIAL MOBILE TELEPHONE MONOPOLY MUNICIPALITIES NUMBER OF USERS OPERATIONAL ASPECTS PERFORMANCE INDICATOR PERFORMANCES PRIVATE SECTOR PRIVATE SECTORS QUALITY MANAGEMENT QUALITY OF WATER RADIO REGULATORY FRAMEWORK REGULATORY FRAMEWORKS REGULATORY SYSTEM RELIABILITY RESULT RESULTS RETENTION SERVICE PROVIDER SERVICE PROVISION SERVICE QUALITY SOCIAL SCIENCES SUPERVISION TELECOMMUNICATIONS TELEPHONE SERVICES TRANSACTION USER USERS USES UTILITIES WATER CUSTOMERS WATER DISTRIBUTION WATER QUALITY WATER SECTOR WATER SERVICE World Bank Quality Perception in Utility Provision : A Conceptual and Empirical Approach |
| geographic_facet |
Latin America & Caribbean |
| description |
The perspective of this study is not
only academic but also practical. As regards the academic
aspect, this work will explore the professional literature
related to quality perception and, particularly, the
conceptual discussion about the object of satisfaction
measurement in a market research involving utility customers
and their perception of service quality. As the immediate
consequence of this theoretical review, the study intends to
develop the general guidelines of a survey meeting the best
standards from the point of view of the theory. In the
second place, this work seeks to carry out some measuring so
as to empirically evaluate the principles analyzed in the
previous section. In light of these purposes, the work is
structured as follows: chapter one deals with the theme from
a theoretical perspective and reviews literature arising
from disciplines such as marketing and economics. Chapter
two develops the general structure of a survey with
suggestions about its construction and design that will be
taken into account when performing the appropriate field
studies; chapter three presents the results of the field
studies. Finally, the study shows the conclusions drawn. |
| format |
Economic & Sector Work :: Policy Note |
| author |
World Bank |
| author_facet |
World Bank |
| author_sort |
World Bank |
| title |
Quality Perception in Utility Provision : A Conceptual and Empirical Approach |
| title_short |
Quality Perception in Utility Provision : A Conceptual and Empirical Approach |
| title_full |
Quality Perception in Utility Provision : A Conceptual and Empirical Approach |
| title_fullStr |
Quality Perception in Utility Provision : A Conceptual and Empirical Approach |
| title_full_unstemmed |
Quality Perception in Utility Provision : A Conceptual and Empirical Approach |
| title_sort |
quality perception in utility provision : a conceptual and empirical approach |
| publisher |
Washington, DC |
| publishDate |
2013 |
| url |
http://documents.worldbank.org/curated/en/2012/01/16402569/quality-perception-utility-provision-conceptual-empirical-approach http://hdl.handle.net/10986/13007 |
| _version_ |
1764420947681476608 |