International Journal For Multidisciplinary Research

E-ISSN: 2582-2160   •   Impact Factor: 9.24

A Widely Indexed Open Access Peer Reviewed Multidisciplinary Bi-monthly Scholarly International Journal

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Integrated Evaluation of Consumer Experience and Service Quality of JDVVNL: A Factor Analytic Approach

Author(s) Ravindra Kumar Sharma, Dr. Namrata Golyan
Country India
Abstract This study examines how consumers interpret the quality of services offered by JDVVNL across twelve districts in Rajasthan, namely; Jaisalmer, Jodhpur, Bikaner (Gramin), Ganganagar, Hanumangarh, Churu, Phalodi, Balotra, Barmer, Jalore, Sirohi and Pali. As electricity distribution companies increasingly adopt digital systems and customer-facing platforms, understanding the way people experience these services has become essential for improving day-to-day operations.
The aim of the research is to uncover the underlying elements that shape consumer experience and perceived service quality through exploratory factor analysis. The findings are useful for JDVVNL as they support efforts to strengthen service performance, minimise dissatisfaction, and align service delivery with current expectations. Information was collected from 312 users of JDVVNL through a structured questionnaire based on a Likert scale.
These results offer a grounded framework for planning service improvements within the organisation and for interpreting the quality of services offered by JDVVNL across 12 districts in Rajasthan.
Exploratory factor analysis revealed six clear dimensions that represent how consumers judge complaint handling, responsiveness, digital convenience, billing clarity, reliability and overall satisfaction
Keywords Customer Experience; Service Quality; JDVVNL; Exploratory Factor Analysis; Consumer Perception
Field Business Administration
Published In Volume 8, Issue 1, January-February 2026
Published On 2026-01-23
DOI https://doi.org/10.36948/ijfmr.2026.v08i01.67168
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E-ISSN 2582-2160
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