基于客户满意度的县级供电企业客户关系管理策略研究

发布时间：2018-09-18 21:04

【摘要】：从市场来看,电力行业属于垄断市场,从而有垄断市场的缺陷,由于缺乏竞争,产业内的资源配置效率受到影响,企业的效率低下,从而导致利润率低,服务水平提升不上来。从电力消费的公共性来看,电力行业又属于公共事业。公共事业提供公共服务的核心是公众,这种公共服务不仅体现在提供对外服务上,还体现在具体服务的效率与质量上。近年来,随着生活水平的日益提高,人们对公共服务的认识也越来越深刻,对公共服务企业服务意识的要求也越来越高。那么供电企业该如何消除垄断带来的缺陷,从客户满意的理念出发,持续提高供电服务的质量,真正体现以客户为本,这就是本次论文研究课题,也是现代企业管理的必然选择。客户服务一直以来都是电力市场营销领域的核心工作,然而县级供电企业的客户服务仍然停留在兑现“供电服务十项承诺”的阶段,供电企业的各部门仍认为优质服务就是市场营销部的事,与企业内部的生产设备和系统运行等部门没有关系。县级供电企业必然要思考和探索一种提升服务的管理模式,以适应当前的经济和改革形势。县级供电企业要树立以客户为导向的供电服务管理理念,深化研究新背景下通过何种途径以构建更为理想的客户关系管理体系,强化供电服务质量,提高客户满意度,从而推动企业的健康发展。本文在梳理国内外最新关于客户关系管理的研究文献和研究成果的基础上,利用案例分析法,对S县供电企业的客户关系管理现状进行比较研究,取得S县供电企业的第三方客户满意度问卷调查,得到样本数据,进行数据的统计分析,针对不足之处进行讨论,最终得出改进策略。
[Abstract]:From the market point of view, the electric power industry belongs to the monopoly market, thus has the monopoly market flaw, because lacks the competition, the industry resources allocation efficiency is affected, the enterprise efficiency is low, thus causes the profit margin to be low, the service level is unable to rise. From the public aspect of electric power consumption, electric power industry belongs to public utility. The core of public service is the public, which is not only reflected in the provision of external services, but also in the efficiency and quality of specific services. In recent years, with the increasing improvement of living standards, people have a deeper and deeper understanding of public service, and the requirements of public service enterprises' service consciousness are becoming higher and higher. So, how should power supply enterprises eliminate the defects brought about by monopoly, proceed from the concept of customer satisfaction, continuously improve the quality of power supply services, and truly embody customer-oriented? this is the research topic of this paper. It is also the inevitable choice of modern enterprise management. Customer service has always been the core work in the field of electricity marketing. However, the customer service of county-level power supply enterprises is still in the stage of fulfilling the "Ten promises of Power supply Service." The departments of power supply enterprises still think that high quality service is a matter of marketing department, which has nothing to do with the production equipment and system operation within the enterprise. The county-level power supply enterprises must think about and explore a management mode of improving service in order to adapt to the current economic and reform situation. The county-level power supply enterprises should establish the concept of customer-oriented power supply service management, deepen the research on the ways to build a more ideal customer relationship management system under the new background, strengthen the quality of power supply service, and improve customer satisfaction. So as to promote the healthy development of enterprises. On the basis of combing the latest research literature and research results of customer relationship management at home and abroad, this paper makes a comparative study on the current situation of customer relationship management of power supply enterprises in S county by case analysis. The third party customer satisfaction questionnaire of power supply enterprise in S county is obtained, and the sample data are obtained, the statistical analysis of the data is carried out, the deficiency is discussed, and the improvement strategy is obtained.
【学位授予单位】：广东外语外贸大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F426.61;F274

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