Equações estruturais aplicadas à avaliação da satisfação dos consumidores residenciais de energia elétrica
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2022-07-19
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Universidade Federal de Goiás
Resumo
The main objective of this work is to apply structural equation modeling with partial least squares, and based on covariance, to evaluate the satisfaction of residential consumers of electricity. The model used commends the results of both structural equation modeling to indicate which best suits the measurement of the satisfaction of residential consumers who make use of electricity from utilities and licensees. The constructs evaluated are satisfaction, quality, value, loyalty and trust, whose analysis of the confidence interval shows that all weights are significant, demonstrating the importance of these indicators in the representation of constructs. The constructs trust, quality and value explain 74.4% of the variability of the satisfaction construct, so that the explanatory capacity of this relationship is considered satisfactory. The model developed allows utilities/licensees to maintain the monitoring of indicators measured by the proposed methodology and evaluate the evolution of consumer satisfaction in the face of suggestions for improvement strategies.
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SANTOS NETO, A. S. Equações estruturais aplicadas à avaliação da satisfação dos consumidores residenciais de energia elétrica. 2022. 191 f. Tese (Doutorado em Engenharia Elétrica e da Computação) - Universidade Federal de Goiás, Goiânia, 2022.