Retention · Empirical survey with mediation analysis
Service quality, customer satisfaction and loyalty among industrial customers of a public electricity utility in Malawi
International Journal of Energy Sector Management · 2013
Summary
Service quality, satisfaction, and loyalty are strongly related; satisfaction partially mediates quality-to-loyalty, and larger consumers are less disloyal.
For your marketing
Possible founder application
Segment enterprise accounts by usage and treat service quality as a renewal lever; do not assume all accounts churn alike.
Reported result
What the study found
Service quality, satisfaction, and loyalty are strongly related; satisfaction partially mediates quality-to-loyalty, and larger consumers are less disloyal.
Research question
What the authors investigated
How does the study’s stated design explain its reported outcome in this setting?
Design
Empirical survey with mediation analysis
Sample and setting
Industrial customers of a public electricity utility in Malawi
Scope and transfer
Limitations to keep in view
Abstract/page scope does not establish broader causal generalization.
Research sources
abstract_only