Evaluating the service quality of solar product companies using SERVQUAL model

Abstract

Purpose

This study aims to consider a five-factor model to evaluate the service quality of solar product companies in the context of rural Punjab (India) and validate the proposed model. In addition, the study considered the factors which affect the service quality of solar product companies.

Design/methodology/approach

A five-factor model of service quality has been tested for reliability and validity by confirmatory factor analysis. For determining satisfaction of the solar product users, SERVQUAL model/gap analysis has been applied. Five dimensions, namely tangibility, reliability, responsiveness, assurance and empathy have been considered to assess the overall satisfaction level. A modified scale of Parasuraman incorporated in 1985 has been used as a survey instrument for research. A sample size of 345 solar submersible pump users was selected.

Findings

The study concluded that dimensions such as reliability, responsiveness, assurance and empathy have lesser gap. The major gap has been found in the tangibility dimension which includes variables like modern design of solar energy products, facilities and attractiveness, variety of solar products and performance of solar products, etc.

Research limitations/implications

As primary data are concerned, the biasness of the respondents may affect the results of the study. The survey has been conducted in the Punjab region, and a sample size is 345 only which may not reflect the broader picture.

Practical implications

Solar energy has huge benefits in the Indian agriculture sector. The erratic state of power supply in India casts important costs on agriculture productivity. One such segment concerns systems, an important input for agriculture production. The study has implications for solar energy product manufacturers, as it makes them aware about customer perception toward services of solar product companies.

Social implications

To decrease pollution and to save the environment, solar energy technologies have a good potential energy source and to meet the global energy demand, as it is the most promising and reliable energy source.

Originality/value

The existing studies in the context of service quality of solar product companies in Punjab have been majorly confined to proposing key drivers toward adoption of renewable energy sources. By providing an insight into the satisfaction level of farmers for solar submersible pumps, the proposed study attempts to fill the gap. As the study relates to solar product users in rural Punjab, the findings will be of additional value to solar product companies which are manufacturing solar products. Therefore, it is expected that this research will fill the gap in literature by studying empirically the service quality of solar product companies.

Citation

Kumar, V. and Hundal, B.S. (2020), "Evaluating the service quality of solar product companies using SERVQUAL model", International Journal of Energy Sector Management, Vol. 13 No. 3, pp. 670-693. https://doi.org/10.1108/IJESM-07-2017-0007