摘要：Although customer satisfaction is a key indicator of quality of services provided by a company, it is not easily definable, in its conventional form, for the companies which have no direct contact with costomers. Electrical Power Distribution Company is a case of service provider which has indirect contact with customers. Thus, the assessment of customers' satisfaction in such companies should vary in one way or another. The present empirical research intends to explore the relationship between service aspects and customers' satisfaction in the case of electricity distribution company. Since electricity distribution service has few tangible factors, its aspects differ from other services'. To determine the new factors that explain customers’ satisfaction in electricity distribution company, we asked 2627 customers, since April through July in 2010, to respond to the questionnaire. Then we used factor analysis to determine structure and path analysis to study the factors affecting customer satisfaction. Finally, three dimensions were identified by factor analysis. These factors were referred to as performance, relation and announcing. Using path analysis, the role of them and their correlation with perceived value and customer satisfaction was examined. Results showed that positive direct effect between relation and satisfaction was significant.
