"Evaluating Customer Service Efficiency in Power Distribution Companies through Mystery Shopping: A Study on Billing, Complaint Resolution, and New Connection Services"

The efficiency of customer service in Indian Power Distribution Companies (DISCOMs) is a key determinant of consumer satisfaction and operational effectiveness. This study assesses service quality in DISCOMs through the application of mystery shopping, focusing on billing services, complaint resolution, and new connection processes. The research integrates SERVQUAL, the Gap Model of Service Quality, Experiential Learning Theory, and the Technology Acceptance Model (TAM) to assess service gaps and propose enhancements. Findings indicate that inefficient complaint redressal mechanisms, delayed billing resolutions, and cumbersome new connection procedures contribute to consumer dissatisfaction. The study highlights the potential of AI-driven service solutions, digitalization, and regulatory interventions to enhance service quality. Policy recommendations emphasize the need for continuous monitoring through mystery shopping, technology adoption, and customer-centric reforms to ensure efficiency in power distribution services. DOI:https://doi.org/10.52783/pst.1550