報告書番号

Y03017

タイトル（和文）

日英家庭用需要家の電力会社選択と満足度の要因分析

タイトル（英文）

Residential Customers' Satisfaction and their Choice of Electric Power Suppliers in Japan and Great Britain

概要 （図表や脚注は「報告書全文」に掲載しております）

日英の家庭用需要家3,060名を対象に2003年12月に実施した電力サービスに関するアンケート調査結果にもとづき、1)家庭用需要家の電力会社の選択要因としては価格、顧客サービス、企業イメージの順に重視されること、2)５％の電気料金の値下げに対し、日本では5.4％、英国では6.2％の家庭用需要家が電力会社を変更すると推定されること、3)電力会社変更をもたらす値下げ額に着目して個々の電力会社のブランド価値を計測する手法を提案し、この手法を適用すると、家庭用需要家１件あたりのブランド価値は日本の電力会社が29,150円、英国が24,790円となること、4)需要家満足度の向上のために、日英とも、「電気料金算出根拠のわかりやすさ」、「担当者の対応のよさ」、「安定供給維持の保守・管理」などの活動が特に優先順位の高いサービスとなること、などを明らかにした。

概要 （英文）

Customer choice is increasingly recognized as a crucial factor of electric power suppliers in not only Great Britain (G.B.) but also Japan. In this paper, we surveyed various customer needs for electric power suppliers in Japan and G.B. including customer services, switching and satisfaction based on telephone interview to 3,060 residential customers. We firstly confirmed that Japanese residential customers had no interest in the electricity issues like the liberalization but hoped for free choice of electric power supplier while nearly half of British customers had already switched their suppliers. Secondly, we took up three management factors such as 1) price, 2) customer services, and 3) corporate brand image for customer switching. The survey results indicated that Japanese and British residential customers placed the significance, in the order, on price, customer services and corporate brand image. Using contingent valuation method (CVM) we estimated that 5.4% of Japanese customers and 6.2% of British customers would change power suppliers if they were given a 5% price reduction. Thirdly, we could calculate a corporate brand value of each electric power supplier in Japan and G.B. Finally, this paper pointed out that residential customers attached great importance to "public relation through TV/radio," "accuracy of electricity bill" and "easiness to contact a representative of electric power supplier," and so on.

報告者

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