Analysis of the satisfaction of the subscribers of the electricity distribution company in order to explain the consumption pattern based on the branch type and place of residence (Case: Zanjan city)

The electricity industry is one of the industries that has traditionally been monopolized by governments, and this monopoly still exists in the electricity sector in many parts of the world. On the other hand, the nature of the electricity industry is such that some parts of it have a natural monopoly and the introduction of competition in these parts is not possible, or to put it better, it does not promote the business activities of these parts. However, explaining the quality and quantity of services provided by this industry and the level of customer satisfaction with services is very important in improving the quality of services. The present article, with a descriptive-survey method, seeks to analyze the satisfaction of the subscribers of the electricity distribution company in order to explain the consumption pattern based on the type of branch and the place of residence in Zanjan city. Data collection was done by library and field method. The statistical population includes subscribers of the electricity distribution company in Zanjan city and its suburbs. Using geographical distribution, 1% of subscribers from each region of Zanjan city has been randomly selected as a statistical sample. Finally, to analyze the collected data, one-sample t test, analysis of variance test, and Pearson's correlation test were used with the help of SPSS software. The findings of the research showed that the opinion index of the subscribers with the single-sample T test was 3.31 (66.2 percent) and t coefficient (t = 44.72), which is in a good state. In terms of the urban region, the highest level of satisfaction with the services of the electricity distribution company is in Eshraq region with an average of 3.11 and the lowest level of satisfaction belongs to Golshahr region with an average of 2.53. In terms of the type of branch, the highest level of satisfaction with the services of the electricity distribution company is among customers with commercial and household branches with an average of 3.35 and agricultural branches with an average of 3.38; And the lowest level of satisfaction belongs to subscribers with industrial branch with an average of 3.03 and general branch with an average of 3.32. Finally, in order to strengthen the performance of the electricity distribution company, to strengthen information; appropriate response; Strengthening the efficiency of providing services of my electricity system; And it is necessary to simplify and make the electronic format concise and useful