International Journal For Multidisciplinary Research

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Volume 8 Issue 4
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A Structural Equation Model on Service Quality, Technical Quality Factors, and Business Governance as Predictors of Customer Satisfaction in Electric Cooperatives

Author(s) Jezzel L. Jayme, Vicente Salvador E
Country Philippines
Abstract This study examined customer satisfaction among residential member-consumers of electric cooperatives in Region XII by assessing service quality, technical quality factors, and business governance; identifying significant predictors; developing and evaluating a structural model; and comparing structural relationships across cooperatives. Using a quantitative descriptive-correlational and structural equation modeling design, the study involved 499 residential member-consumers from COTELCO Main, COTELCO-PPALMA, SOCOTECO I, SOCOTECO II, and SUKELCO in the SOCCSKSARGEN Region. Data was gathered through a structured survey questionnaire and analyzed using descriptive statistics and Covariance-Based Structural Equation Modeling with Multi-Group Analysis (CB-SEM MGA), including model fit assessment, measurement invariance testing, and pairwise path-difference testing. Findings revealed that service quality, technical quality factors, business governance, and customer satisfaction were all rated high. Business governance was the strongest predictor of customer satisfaction, followed by service quality, while technical quality factors had no significant direct effect. The proposed structural model demonstrated an adequate fit to the data and was retained as the study’s best-fit model without omitting any latent constructs, although structural relationships varied across cooperatives. The findings imply that effective governance and quality service delivery are essential in strengthening customer satisfaction and supporting reliable, accountable, and responsive electric cooperative operations.
Keywords business administration, electric cooperatives, residential member consumers, service quality, technical quality factors, business governance, customer satisfaction, Covariance-Based Structural Equation Modeling with Multi-Group Analysis (CB-SEM MGA, Region XII
Field Business Administration
Published In Volume 8, Issue 4, July-August 2026
Published On 2026-07-11
DOI https://doi.org/10.36948/ijfmr.2026.v08i04.83474
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CrossRef DOI prefix of IJFMR is 10.36948/ijfmr

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