Factors Affecting on the Persuasion of Customers to Use Offline Services: Case of Khuzestan Electricity Distribution Company

The purpose of this study is to identify and prioritize the factors affecting the persuasion of household, agricultural, industrial, general and commercial customers of Khuzestan Power Distribution Company to use non-attendance services. After interviewing experts and studying previous research in this field, a questionnaire consisting of 15 questions with a five-point Likert scale was distributed among 384 customers of Khuzestan Electricity Distribution Company who were selected by relative random sampling method. Friedman test was used to rank the indices of each factor. The result showed that for household, industrial and general customers, the solution of "making mobile card readers available to diagnostics agents" was the first priority. For agricultural and commercial customers, the solutions of "considering the prize for timely payment and inserting the winner’s name in the electricity bills" and "Considering a discount on electricity bills if paid within the payment deadline" were the highest priority respectively.