新电价政策下N供电所客户满意度提升策略研究

发布时间：2018-07-01 10:35

本文选题：阶梯电价 + 供电企业　；参考：《华南理工大学》2013年硕士论文

【摘要】：作为社会的公共资源，电力供应影响着国计民生，供电所作为电力企业的基层单位，直接面对商业企业、工业用户和千家万户的居民，其服务质量和服务能力直接关系到电网公司的综合经营效益和整体社会形象。在我国，电网公司是国家指定的供电垄断企业，但是电网公司只是企业，没有相关电力政策的制定权，只是一个执行者，在执行政府出台的电力相关政策，特别是对于民众有广泛影响的政策时，如何保持和提升用电客户的满意度就非常值得关注。随着阶梯电价新政策的出台并推广执行，在一定程度上增加了用户的用电成本，使得以前的诸多矛盾更加激化，这些都对基层供电所的服务意识、服务能力等提出了更大的挑战。本文以阶梯电价形势下广东电网公司佛山供电局下属的一个基层单位 N供电所客户满意度的提升策略为研究对象，具有十分重要的现实意义。本文在文献研究的基础上，归纳分析了国内外客户满意度的研究现状，通过对国内外供电企业客户满意度现有研究成果的梳理，，结合N供电所的实际情况，详细分析了该供电所面临的内外部环境条件，对N供电所的现有工作进行了梳理，并对现阶段客户关系管理方面存在的问题及原因进行了深入分析，在此基础上从供电稳定、供电安全、用电缴费、业务办理等八个维度设计了该供电所客户满意度评价指标体系，然后采用问卷调查的方式收集了321份实际数据，运用AHP方法对评价指标体系进行了检验。通过上述研究发现供电稳定与供电安全对N供电所客户满意度影响非常显著。最后依据客户满意度评价指标提出了对应的客户关系提升的策略和对策。
[Abstract]:As a public resource of society, power supply affects the national economy and the people's livelihood. As the grass-roots units of power enterprises, power supply stations directly face commercial enterprises, industrial users and the residents of thousands of households. Its service quality and service ability are directly related to the comprehensive management benefit and the overall social image of the power grid company. In China, power grid companies are state-designated power supply monopolies, but grid companies are only enterprises, they do not have the power to formulate relevant power policies, they are just executors, implementing the electricity-related policies issued by the government. In particular, how to maintain and enhance customer satisfaction is of great concern when it is widely influenced by the public. With the introduction and implementation of the new policy of ladder electricity pricing, to a certain extent, the cost of electricity used by users has been increased, and many previous contradictions have intensified, all of which have served the grass-roots power supply stations with a sense of service. The service capacity and so on raised the bigger challenge. In this paper, the promotion strategy of customer satisfaction in Foshan Power supply Bureau of Guangdong Power Grid Company is taken as the research object, which has very important practical significance. On the basis of literature research, this paper summarizes and analyzes the research status of customer satisfaction at home and abroad, combs the existing research results of customer satisfaction of domestic and foreign power supply enterprises, and combines with the actual situation of N power supply station. This paper analyzes in detail the internal and external environmental conditions faced by the power supply station, combs the existing work of the N power supply station, and deeply analyzes the existing problems and causes of customer relationship management at the present stage, on the basis of which the power supply is stable. The evaluation index system of customer satisfaction of the power supply station is designed in eight dimensions, such as power supply safety, electricity payment and business management, then 321 actual data are collected by questionnaire, and the evaluation index system is tested by AHP method. Through the above research, it is found that power supply stability and power supply safety have a significant impact on customer satisfaction of N power supply station. Finally, according to the evaluation index of customer satisfaction, the corresponding strategies and countermeasures of improving customer relationship are put forward.
【学位授予单位】：华南理工大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F274;F426.61

【参考文献】