Service Quality in Natural Gas Distribution: A Study

Purpose: Using the SERVQUAL model in the Natural Gas Distribution business context, the research paper examines and compares the quality of service parameters of two City Gas Distribution (CGD) companies engaged in Piped Natural Gas (PNG) distribution- one from public and other from the private sector. Research Design/Approach: Mapping of various activities pertaining to domestic (household) PNG service on the SERVQUAL dimensions was undertaken. Based on the mapping, a relevant data collection tool was deployed to collect the data on PNG service quality parameters from the respondents, who were current consumers of these companies. Hypotheses regarding various components of SERVQUAL model were tested towards the comparison of service quality of these companies. Data were analyzed by employing an appropriate statistical tool. Findings: Statistical results reveal a significant difference between the companies in terms of the quality of services offered by them. Interpretation of study results, managerial implications and suggestions have been discussed in the paper. Practical Implications: The study shall help in designing and implementing the quality of service parameters and subsequently devising or revising Service Level Agreements (SLA) for the domestic PNG customers of CGD companies. Originality/Value: Not much relevant research work on service quality issues has been undertaken in the CGD Sector in general and in the domestic Piped Natural Gas (PNG) sub-sector in particular. One of the outcomes of the study is also the mapping of various activities pertaining to domestic PNG service on the SERVQUAL dimensions.