報告書番号

Y07013

タイトル（和文）

国内需要家による満足度の現状と料金メニュー・サービスの選好に関する調査・分析

タイトル（英文）

Customer Satisfaction and Preference Analysis of Rates and Services Menu by Electric Power Suppliers in Japan

概要 （図表や脚注は「報告書全文」に掲載しております）

電力自由化の評価では、需要家にとってのメリット、デメリットについて、長期的な視点も含め、総合的に検証していく必要がある。その際、何よりも需要家自身の利用意向を踏まえたうえでの優先順位を明確にした対応が有用と考えられる。今後の電力会社には、経営資源に一定の制約のある中、個々の需要家にとって最適な料金メニュー・サービスを提供しながら需要家全体の満足度を効果的に改善していくことが得策と期待される。本報告では、2007年10月、国内の一般家庭および事業所を対象に電力サービスに関するアンケート調査を実施し、電力会社に対する満足度やニーズを確認するとともに、電気料金関連のメニューやサービスへの関心度や利用意向を把握した。そして、需要家の利用意向を高めるために有効な料金メニュー・サービスの内容を明らかにした。

概要 （英文）

Competition in electricity retail provides the customer with the ability to choose not only the preferred power supplier but also the preferred rates and services. Hence, it is important to know the customers' thoughts on the rates charged and services provided by electric power suppliers and their ideas on the manner in which the rates/services can be improved. In this paper, we surveyed various levels of customer satisfaction and different preferences with respect to the services of electric power suppliers; the analysis is based on a questionnaire answered by 5,559 residential and business customers in Japan. We confirmed that 51% and 43% of residential and business customers, respectively, were dissatisfied with the prices charged by their electric power suppliers while 83% and 76% of residential and business customers were satisfied with the reliability their suppliers. Customer loyalty, which leads to profitability, was defined as unwillingness to change one's preference with respect to power suppliers; hence, we were able to show that loyalty is related to customer satisfaction, particularly the satisfaction that customers experience with menus of rates and services from which they could easily make their preferences. Based on the concerns and intentions of customer pertaining to the use of such a menu, this paper specified that residential and business customers attached a remarkably high priority on factors such as "fixed rate separated from fluctuating fuel costs" and "long term contract." Through a factor analysis, the residential customers' preferences with respect to this menu could be summarized as centering on the following seven factors: (1) adaptation to lifestyle, (2) value-added services, (3) adaptation to mass consumption, (4) long-term stability, (5) environmentally friendly services, (6) low prices in the short term, and (7) energy conservation services. We also propose that business customers had similar preferences in the menu. This paper concludes that there are certain cause-and-effect relationships between the customer's intentions in using this menu and the above factors.

報告者

キーワード