Changing Energy Suppliers of Residential Consumers: The Case of Poland

During the Russian-Ukrainian conflict, energy prices are rising. Such a situation would suggest high customer turnover, especially since the environment has a strong influence on population behaviour at the individual level. The purpose of this paper is to model the barriers and preferences of individual customers in switching energy suppliers according to the level of satisfaction in a dynamically changing environment. We statistically designed the study using Eta index calculations, test: KruskalWallis, post hoc Dunn’s test with Bonferroni correction. Two models were obtained: barriers and preferences for changing energy retailers among residential customers, depending on the level of satisfaction, in a dynamically changing environment. We demonstrated the relationship between barriers to switching energy vendors and customer satisfaction levels. We investigated whether the level of satisfaction influences energy seller switching preferences among customers. We demonstrated the relationship between barriers to switching energy vendors and individual customer preferences and satisfaction levels.

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Opracowanie rekordu ze środków MNiSW, umowa nr POPUL/SP/0154/2024/02 w ramach programu "Społeczna odpowiedzialność nauki II" - moduł: Popularyzacja nauki (2025)