The project aims to research the concept of service quality, customer satisfaction, and customer loyalty from the perspective of the public utilities being presently under liberalization in Hungary. Furthermore its objective is to investigate the operationalization of these constructs and the methods of their measurements. The research will be based on the following steps:

• A comprehensive survey of the international literature to explore the most modern academic results and to investigate the possibility of their adaptation to the Hungarian setting.
• Based on the survey of the customer satisfaction in the electricity industry it wants to explore the specialities of this field, wants to prove the validity of the ’quality-satisfaction-loyalty’ chain in the case of public utilities.
• The research aims to explore how the demographic and sociological characteristics of the sample influence the customer satisfaction and the customer loyalty.