供电可靠性与用户满意度关系的研究

发布时间：2018-01-11 17:37

本文关键词：供电可靠性与用户满意度关系的研究　出处：《广西大学》2013年硕士论文　论文类型：学位论文

【摘要】：随着我国经济的发展,电力用户对电力系统电靠性的要求不断提高,为了我国电力企业的快速发展,建立以客户为中心营销体制是必然的。供电可靠性与电力用户有非常密切联系,直接会影响到用户满意度,基于此本文提出了考虑供电可靠性的用户满意度模型,研究供电可靠性与用户满意度之间的关系,将供电可靠性与用户满意度之间的关系定量化。本课题主要完成了一下几方面的工作：首先,介绍了国内配电网常用的接线模式,并对典型接线模式进行可靠性与经济性的评估。其次,分析了目前比较常用的顾客满意度模型,根据我国电力企业的特点,建立了适合我国电力企业的电力用户满意度模型,在美国满意度模型的基础上增加了企业形象结构变量,并根据电力的性质和与用户满意度密切相关的供电可靠性,将质量的感知替换成供电可靠性与服务质量的感知,建立的考虑供电可靠性的电力用户满意度模型,根据模型中涉及的满意度指标建立考虑供电可靠性的电力用户满意度评价体系,在评级体系中涉及平均停电时间、平均停电次数等可靠性指标,可以将原来定性的问题定量化。再次,确定电力用户满意度调查表,并对某地区居民用户、商业用户、大工业用户、单位用户、重要用户和高危用户进行了调研,对数据进行整理分析,数据的信度达到了0.98,可信度比较高,利用层次分析法得到电力用户的满意度指标,根据调查中涉及的供电可靠性指标,可以建立供电可靠性与电力用户满意度的关系。最后,由于各类电力用户经济损失是不同的,根据各类电力用户在不同的接线模式下所得到的可靠性指标、电力用户满意度和投资费用,为各类电力用户提供了合理的建议；通过用户满意度对各元件的灵敏度计算,分析各元件对用户满意度的影响程度,最后量化配电网的改造措施对用户满意度的影响。
[Abstract]:With the development of economy in our country, the demand of electric power users to the power system is increasing, for the sake of the rapid development of our country's electric power enterprises. It is inevitable to establish a customer-centered marketing system. The reliability of power supply is closely related to the power users, which will directly affect the customer satisfaction. Based on this, a customer satisfaction model considering power supply reliability is proposed, and the relationship between power supply reliability and user satisfaction is studied. The relationship between power supply reliability and customer satisfaction is quantified. Firstly, the common wiring modes of domestic distribution network are introduced, and the reliability and economy of typical wiring modes are evaluated. Secondly, this paper analyzes the customer satisfaction model which is commonly used at present. According to the characteristics of Chinese electric power enterprises, it establishes the power customer satisfaction model suitable for our power enterprises. On the basis of American satisfaction model, the enterprise image structure variable is added, and according to the nature of electricity and the reliability of power supply which is closely related to customer satisfaction. The perception of quality is replaced by the perception of power supply reliability and quality of service, and a power user satisfaction model considering power supply reliability is established. According to the satisfaction index involved in the model, the evaluation system of power user satisfaction considering the reliability of power supply is established. In the rating system, the reliability indexes such as average blackout time, average number of power outages are involved. The original qualitative problem can be quantified. Thirdly, determine the electric power user satisfaction questionnaire, and a certain area of residential users, commercial users, large industrial users, unit users, important users and high-risk users to conduct research and analysis of the data. The reliability of the data reached 0.98 and the reliability was relatively high. Using AHP to get the power user satisfaction index according to the power supply reliability index involved in the investigation. The relationship between power supply reliability and power user satisfaction can be established. Finally, because the economic loss of all kinds of electric power users is different, according to the reliability index of different power users in different connection mode, power user satisfaction and investment cost. It provides reasonable suggestions for all kinds of electric power users. By calculating the sensitivity of each component, the influence of each component on the customer satisfaction is analyzed. Finally, the influence of the reform measures of distribution network on the customer satisfaction is quantified.
【学位授予单位】：广西大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F426.61;TM732

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