Customer Satisfaction with the Services of an Electric Cooperative

Authors

Kim Albert G. Taleon System Engineer, Northern Negros Electric Cooperative, Incorporated, Philippines Author https://orcid.org/0009-0009-6548-2067
Dr. Marianito M. Vito Jr. Part-time Faculty, STI West Negros University, Philippines Author https://orcid.org/0009-0003-6361-451X

DOI:

https://doi.org/10.5281/zenodo.15220366

Keywords:

Customer satisfaction, electric cooperative, services

Abstract

examining billing, technical support, and digital platforms; the survey also sought to understand the respondents’ profile, comprised predominantly of older, male member-consumer-owners with higher income and educational attainment. While high satisfaction was reported for billing and technical assistance, moderate satisfaction with digital services highlighted key areas needing improvement, yet demographic differences didn't significantly impact overall satisfaction levels. The findings emphasized the need for intuitive digital interfaces with real-time data and immediate notifications. To enhance service delivery, it is recommended for the cooperative to consider upgrading digital platforms, providing real-time data access and empowering informed decision-making, implementing proactive notifications to ensure members receive timely account updates and important announcements, and simplify digital tools while enhancing digital support, payment options, member education, data security, and testing protocols, all while promoting inclusivity through robust offline options. Addressing these elements may meaningfully enhance customer experience and engagement.

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Published

2025-04-15

Issue

Vol. 2 No. 4 (2025): International Multidisciplinary Journal of Research for Innovation, Sustainability, and Excellence (IMJRISE)

Section

Articles

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This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

How to Cite

Taleon, K. A. ., & Vito Jr., M. . (2025). Customer Satisfaction with the Services of an Electric Cooperative. International Multidisciplinary Journal of Research for Innovation, Sustainability, and Excellence (IMJRISE), 2(4), 230-240. https://doi.org/10.5281/zenodo.15220366

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