報告書番号

Y03003

タイトル（和文）

非製造業需要家による電力会社選択の要因分析 -価格、品質・信頼性およびサービス面から見た評価-

タイトル（英文）

Evaluation of Electric Power Suppliers by Japanese Non-manufacturing Customers- Analysis of Customer Choice based on Price, Power Quality and Services -

概要 （図表や脚注は「報告書全文」に掲載しております）

2004年以降に自由化範囲が高圧需要家まで拡大されるのに伴い、電力会社には、安定供給に加え、需要家ニーズに対応した営業戦略の充実が求められている。本稿では、非製造業需要家を対象に全国規模のアンケート調査を実施し、自由化への認知、対応状況を確認するとともに、電力会社選択で重要となる電力の価格、品質・信頼性、サービス面から定量的に検討した。その結果、非製造業需要家は、1)自由化の認知度が低く、電力会社の評価要因として品質・信頼性、価格の順に重視していること、2)電気料金が半額になったとしても、平均値で10.4分までしか停電時間の増加を許容できないこと、3)ブランドやサービス面で劣ったとしても、５％の値下げで19.6％の割合で購入先を変更する可能性があること、などが明らかにされた。さらに、需要家セグメントを考慮した効果的なサービスとして、エネルギー利用のアドバイス、割引料金などが示された。

概要 （英文）

In Japan, the scope of electricity liberalization is to be expanded to cover high-voltage customers using above 500kW in 2004 and those using above 50kW in 2005 in addition to extra high-voltage customers. Under this competitive environment many electric power companies have already begun to view the customer as the real driving force in the market, taking the 'market approach.' In this paper, we surveyed various customer needs for electric power companies in Japan including customer services, switching and satisfaction based on the questionnaire to non-manufacturing customers in February and March 2003 in order to evaluate not only the price but also the quality/reliability and services. We firstly confirmed that non-manufacturing customers were more eager to change their power supplier than manufacturing customers and had a greater stake in electricity restructuring. Secondly, it was recognized that customers set much significance on "power quality/reliability," "price," "financial stability/risk," and "customer service" in this order. We estimated that non-manufacturing customers would not be able to allow over 10.4 minutes of blackout increase annually even if they were offered half price, and 22.3% customers would change power suppliers if they were given a 5% price reduction. Finally, we made it clear that non-manufacturing customers regarded reduced rates and energy saving as important, and it would be wiser to divide customers into segments of the scale and industrial classification.

報告者

キーワード