© Associated Asia Research Foundation (AARF) A Monthly Double-Blind Peer Reviewed Refereed Open Access International e-Journal - Included in the International Serial Directories. Page | 320 EXPECTANCY-DISCONFIRMATION BASED ASSESSMENT OF CUSTOMER SATISFACTION WITH ELECTRIC UTILITY IN HARYANA Sunita Saini Department of Management Studies Deenbandhu Chhotu Ram University of Science & Technology Murthal, Sonepat, India ABSTRACT Customer satisfaction has become a pivotal option for electric utilities in Haryana to tackle with the soaring losses. This work assesses the customer satisfaction using expectancy- disconfirmation paradigm which is based on analysis of the service quality. The quality of company’s performance is judged against the customers’ needs. For this purpose, SERVQUAL model having ten different dimensions has been employed for comparing the company’s performance and the customers’ expectations. This work determines the customer satisfaction depending on the result of SERVQUAL model, i.e., whether performance confirms with the expectations or disconfirms. This empirical analysis has been carried out by conducting the sample survey with 500 respondents from five districts in Haryana which is served by UHBVN. Results of this study show that customers are satisfied with communication service and empathy of the electric utility. They have negative perceptions and are not satisfied with the company’s services with respect to other eight dimensions of service quality. Keywords – Customer satisfaction, SERVQUAL model, gap analysis, expectancy- disconfirmation. International Research Journal of Human Resources and Social Sciences ISSN(O): (2349-4085) ISSN(P): (2394-4218) Impact Factor- 5.414, Volume 5, Issue 01, January 2018 Website- www.aarf.asia , Email : editor@aarf.asia , editoraarf@gmail.com