On the Development of a Fuzzy Model for Assessing Consumer Loyalty for Electric Power Industry Organizations

Abstract

The article emphasizes the relevance of improving the efficiency of the electric power industry organizations. It is revealed that the transition to market relations and the existing sectoral mechanisms for improving competi-tiveness do not contribute to the reduction of electricity prices, the steady growth of which is observed during the reform and post-reform periods. Attention is focused on the need to stimulate consumer loyalty as one of the effective mechanisms for increasing competitiveness in the electric power industry. The types of consumer loyalty, the main approaches to its assessment and management, and the features of consumer loyalty of elec-tric power organizations, determined by their functioning, are characterized. Significant factors influencing the loyalty of electricity consumers have been identified and, on their basis, a model of consumer loyalty of con-sumers in the commercial sector has been developed. The most appropriate soft modeling approach and im-plementation method for the developed model were selected. The possibility of using the developed fuzzy model for assessing consumer loyalty for energy sales and power grid organizations is shown.