基于违约风险的供电企业客户关系评价研究

发布时间：2018-04-26 10:29

本文选题：供电企业 + 违约风险　；参考：《华北电力大学》2013年硕士论文

【摘要】：随着电力体制改革的深入，供电企业面临越来越激烈的市场竞争，电力客户将会有更多的选择权。供电企业成为交易主体，面对的市场风险越来越大，特别是电力客户拖欠电费、违章、窃电现象比较严重，已影响到供电企业的稳定经营。因此，进行信用评估，加强客户关系管理，成为供电企业更好地控制客户资源、防范风险的重要手段。本文首先对客户关系管理理论进行了概述，分析了当前供电企业客户关系管理实施的现状及存在的问题，并提出了加强客户关系管理的措施；研究了供电企业面临的违约风险，，阐述了电力客户的违约情况，并通过深入分析电力客户违约风险产生的原因提出了应对违约风险的对策；其次结合效用理论，研究了客户价值、客户信用对供电企业产生的效用，以及供电企业在客户关系管理控制中对电力客户提供的两种激励方式产生的效用；然后建立了电力大客户信用评估和激励方式敏感度评估模型，都采用改进型的层次分析法确定指标权重，用基于期望值的模糊多属性决策法进行评估，根据评估结果，供电企业选择给电力用户带来最大效用的激励方式，对用电大户进行分类管理；最后展开实证分析，验证方法的合理性。
[Abstract]:With the deepening of power system reform, power supply enterprises are facing more and more fierce market competition, power customers will have more options. The power supply enterprise becomes the main body of the transaction and faces more and more market risks, especially the electricity customers defaulting on electricity, violating regulations and stealing electricity seriously, which has affected the stable operation of power supply enterprises. Therefore, credit evaluation and customer relationship management have become an important means for power supply enterprises to better control customer resources and guard against risks. This paper first summarizes the theory of customer relationship management, analyzes the current situation and existing problems of the implementation of customer relationship management in power supply enterprises, and puts forward some measures to strengthen customer relationship management, and studies the default risk faced by power supply enterprises. This paper expounds the default situation of electric power customers, and puts forward the countermeasures to deal with the default risk by deeply analyzing the causes of the default risk of electric power customers. Secondly, combined with the utility theory, the customer value is studied. The utility of the customer credit to the power supply enterprise and the utility of the two incentive modes provided by the power supply enterprise in the customer relationship management control; Then, the models of credit evaluation and sensitivity evaluation of incentive mode are established. The index weight is determined by the improved AHP and the fuzzy multi-attribute decision method based on the expected value is used to evaluate, according to the evaluation results. The power supply enterprises choose the incentive mode to bring maximum utility to the power users, and manage the large power users by classification. Finally, the empirical analysis is carried out to verify the rationality of the method.
【学位授予单位】：华北电力大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F274;F426.61

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