Resilience of the Energy Sector to Socioeconomic Challenges: Determinants of Consumer Satisfaction with Energy Services

This study evaluates the resilience of the energy sector to socioeconomic challenges in the Nepal Electricity Authority (NEA), focusing on customer satisfaction with service quality, security and privacy risk, trust, and perceived value. Utilizing a descriptive and causal research design, primary data were collected through surveys from a sample of 400 electricity service users, with 384 respondents from the Kathmandu Valley, Nepal. The study identifies customer satisfaction as the dependent variable, while independent variables include service quality, security and privacy risks, trust, and perceived value. Service quality has an insignificant and negative influence on customer satisfaction. In contrast, security and privacy risk, trust, and perceived value have positive and significant influence on customer satisfaction. The correlations show that service quality, perceived value, security and privacy risk, and trust significantly correlate with customer satisfaction. By focusing on areas that need improvement in service quality and privacy risk management, NEA can boost customer satisfaction and strengthen client relationships. Focusing on these elements will lead to increasing the resilience of the energy sector to socioeconomic challenges in energy services and a more favorable view of its services, aiding the organization’s growth in Nepal's competitive service landscape.