Investigating and identifying causal, contextual and intervening factors affecting the promotion of customer satisfaction Electricity with a focus on the western region of the country

The electricity industry is one of the vital and fundamental infrastructures of other industries and plays an important role in the industrial and economic development of developing countries. According to this issue, the purpose of this study is to investigate and identify causal, contextual and intervening factors affecting the promotion of customer satisfaction Electricity with a focus on the western region of the country. This research is part of mixed (quantitative-qualitative) research. In the qualitative part of the research, the main categories were identified and a 42-item questionnaire was designed and distributed in the target community. The statistical population of the study is all the subscribers of the four electricity regions on the western region of the country. According to Cochran's formula, 384 questionnaires should be distributed among the subscribers. The questionnaire was analyzed and the results were 95% reliable and 0.05 error. Overall customer satisfaction was measured by 5 variables, which are causal factors, consequences, strategies, intervening factors and contextual factors obtained by the researcher through qualitative research of foundation data theory. Findings indicate the effect of causal conditions (reduction of power outages and fluctuations; providing street lighting and customer responsiveness) and intervening conditions (organization tidiness and electricity meter reading) and background conditions (technology advancement) on improving customer satisfaction.