Exploring the Service Quality determinants of Solar Product Dealers

What is it about?

The present study explored the determinants affecting service quality of solar product dealers. The study is based on primary data, collected from a total of 345 solar pump users from different villages and rural areas of Punjab. Exploratory factor analysis, confirmatory factor analysis, and paired sample t-test have been used to examine the data. Furthermore, the SERVQUAL scale has been used to measure the service quality of solar product dealers. Paired sample t-test was used to measure the users’ expectation and perception gap between service quality dimensions. The results validated that five factors namely reliability, responsiveness, assurance, empathy, and tangibility influence service quality of solar product dealers and there is no significant difference between perceptions and expectations of solar product users except for the responsiveness dimension. As far as gap analysis is concerned, the dimension ‘responsiveness’ was responsible for the highest gap score. So, perceptions of solar product users are not fully being met with their expectations.

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Photo by Karim MANJRA on Unsplash

Photo by Karim MANJRA on Unsplash

Why is it important?

This research is expected to be useful to the solar manufacturers, regulators, customers, product and service providers, and for other environmental institutions. The present study has also analysed the consumer perception and expectation regarding service quality of solar product dealer. These findings may be useful to the solar product companies to improve their offered services. This research may be useful to the regulators to frame guidelines and policies while introducing new solar technology in the industry which is best suited to the customers.

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