Dimensions of consumer satisfaction/dissatisfaction with services: The case of electric utilities

This paper reports the results of research designed to explore the dimensions of consumer satisfaction/dissatisfaction with various aspects of electric utility company performance and to develop psychographic, demographic, political orientation and media usage profiles of these satisfied/dissatisfied persons. Distinct differences between the two groups emerged which are not totally consistent with previous findings about consumers dissatisfied with tangible products. Directions for future research are suggested.