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SERVQUAL-Based Evaluation of Service Quality of Energy Companies in Turkey: Strategic Policies for Sustainable Economic Development
Abstract
The aim of this chapter is to measure the service quality of energy companies. Within this context, seven different energy companies that are listed on İstanbul Stock Exchange are considered. For this purpose, five dimensions and 14 criteria are identified by considering the details of SERVQUAL methodology. In the analysis process, fuzzy DEMATEL method is used to weight these dimensions and criteria and the performance of the energy companies are ranked by using fuzzy MOORA approach. The findings show that feedback is the most significant dimension and data security and physical security are the most important criteria. Another important conclusion is that the companies, which have high profitability, have better performance regarding service quality. Thus, it is recommended that the companies should mainly focus on the ways of getting necessary feedback from their customers, such as conducting a survey.
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