基于顾客需求分类的电力企业顾客满意度分析

发布时间：2018-06-16 16:44

本文选题：顾客满意度 + 需求分类　；参考：《江苏科技大学》2013年硕士论文

【摘要】：随着我国电力体制改革的不断深化，电力市场逐渐由卖方市场转变为买方市场。同时，社会经济的不断发展、人民生活水平的不断提高使广大电力顾客对电力质量的要求变得越来越高。面对这两种改变，电力企业要想提高经营效益和维持或提高企业的利润，就需要建立以顾客为中心的服务观念、树立以顾客满意为核心的营销观念。对于企业来说，准确了解企业的服务水平、做好顾客满意度工作、加强服务管理、发现服务的薄弱环节并采取有针对性的改进措施对于提升企业的服务能力以及企业自身的持续发展具有重要的意义。对于电力企业来说，及时获取关于顾客的第一手信息，切实把握顾客需求，并将其转化为服务需求，进而实现顾客的满意，最终确立以顾客满意为核心的服务理念具有其必然性。基于此，本文从顾客需求分类视角出发对电力企业顾客满意度进行分析，通过阅读文献获取顾客的服务需求要素，针对传统Kano模型定性、没有考虑顾客心理不确定性等缺陷，结合模糊理论设计了一种模糊Kano模型，以此来实现顾客需求分类的客观性；基于模糊Kano模型的分类结果对不同细分市场的顾客满意度进行分析，，为电力企业的服务改进提出有针对性的建议、措施。上述研究可以帮助电力企业维持其顾客忠诚度，提升电力企业的核心竞争力，促进电力企业的可持续发展，同时，可以帮助电力企业在资源有限的条件下，整合资源进行优化配置，实现利润最大化。
[Abstract]:With the deepening of China's electric power system reform, the electricity market has gradually changed from the seller's market to the buyer's market. At the same time, with the development of social economy and the improvement of people's living standard, the demand of electric power quality is getting higher and higher. In the face of these two changes, if electric power enterprises want to improve their operating efficiency and maintain or increase their profits, they need to establish a customer-centered service concept and a marketing concept with customer satisfaction as the core. For enterprises, we should accurately understand the service level of enterprises, do a good job of customer satisfaction, and strengthen service management. It is of great significance to find out the weak links of service and take targeted improvement measures to improve the service ability of enterprises and the sustainable development of enterprises themselves. For electric power enterprises, they can get first-hand information about customers in time, grasp customer demand, and transform it into service demand, so as to realize customer satisfaction. Finally, the establishment of customer satisfaction as the core of the service concept has its inevitability. Based on this, this paper analyzes the customer satisfaction of electric power enterprises from the perspective of customer demand classification, obtains customer service demand elements by reading the literature, aiming at the qualitative analysis of traditional Kano model, does not take into account the customer psychological uncertainty and other defects. Combined with fuzzy theory, a fuzzy Kano model is designed to realize the objectivity of customer demand classification, and the classification results based on fuzzy Kano model are used to analyze the customer satisfaction of different segments of the market. Put forward targeted suggestions and measures for the service improvement of electric power enterprises. The above research can help electric power enterprises to maintain their customer loyalty, enhance their core competitiveness, and promote the sustainable development of power enterprises. At the same time, it can help power enterprises in the condition of limited resources. Integrate resources to optimize allocation to maximize profits.
【学位授予单位】：江苏科技大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F426.61;F274

【参考文献】