An Analysis of the Gap between Expectations and Consumption: Satisfaction Assessment of Subscribers in Tehran Province

One of the key variables in the management of markets is based on consumption is awareness and perceptions of consumers and consumers in the consumption of goods and services. This awareness and perception indicate some kind of consumer satisfaction from the quality and status of the goods or services, in the form of distance between the customer's perceptions of the quality of the goods or services in line with its expectations. In this research, with the emphasis on such a concept drawn from Richard Oliver's Customer Satisfaction Model, an interdisciplinary analysis is presented in which the distance between expectations and the realities of consumption [of natural gas] is measured by consumers. Therefore, the main objective of this study, based on its domain, is to identify the distance between expectations and the perceived reality by various consumers of natural gas in Tehran province. This research, carried out in 1395, is descriptive-comparative, its method and the data collection technique is a questionnaire. The statistical population of this research includes all subscribers of natural gas in Tehran province, including residential, commercial and industrial customers. The sample size of this study is 1837, and the sampling method is PPS. The findings of this research indicate that the total expectation of all natural gas subscribers from Tehran's gas company is more than the objective assessment of the company's objective performance. Another is how the various subscribers encounter with such a phenomenon returns to their awareness and cognitive aspect. Hence, providing any analysis of the distance between the expectations and the realities of the use of the function of the social activists and the diversity among them.