W县供电公司客户满意度研究
发布时间：2018-09-08 10:56
【摘要】：随着供电体制改革的不断深入,县级供电企业的市场主体地位得到确立,但是以利润最大化的市场营销目标,不但与国家的能源政策有所背离,而且与供电企业的社会责任也不相符。论文通过W县供电公司内、外客户满意度的研究,期待为县级供电企业的市场营销工作找到新的落脚点。 遵循为什么、是什么、怎么办的研究思路,在市场营销理论研究和供电行业营销的基础上,以W县供电公司为例展开实证分析。通过对W县供电公司客户满意的内外部环境分析,论证分析提高客户满意度的必要性和公司满足客户满意的基础保障；通过建立W县供电公司客户满意评价体系并开展测评,真实反映公司的客户满意度水平；最后,结合行业态势和W县供电公司的具体情况,对客户满意度现状进行了分析并提出了针对性的建议。 W县供电公司外部客户满意度为74.65%,最需要改进的内容是阶梯电价、供电服务环节的衔接、初装渠道建设、信息发布渠道建设、供用电合同办理和停电信息发布；内部客户满意度为65.16%,需要改进五项内容依次是个人的薪酬福利、绩效考核的有效性、个人的成长空间、绩效考核的公平性和个人能力的提升空间。造成W县供电公司客户满意度偏低的原因比较多,主要包括有网架结构与经济社会发展需求之间的矛盾、供电服务与客户需求和规范管控之间的矛盾、安全管理与供用电设备之间的矛盾、农电管理现状与体制机制之间的矛盾。针对满意度的状况,提出了全员树立顾客导向的营销意识、建立和完善有利于提高顾客满意度的服务营销流程、全力保障供用电安全、提供合格的电能产品、提供更加优质的服务产品、提高全体人员的综合素质等五个方面的建议和对策。 经过研究认为,将提高客户满意度作为W县级供电公司市场营销工作的出发点,不但能够清晰的指明公司的市场营销工作改进方向,而且也会对同行业产生深远的影响。
[Abstract]:With the deepening of the reform of power supply system, the dominant position of county-level power supply enterprises has been established. However, the marketing target of maximizing profits is not only contrary to the national energy policy. And with the power supply enterprise's social responsibility is also inconsistent. This paper looks forward to finding a new foothold for the marketing work of county-level power supply enterprises through the research of customer satisfaction in W county power supply company. Following the research ideas of why, what and how to do, on the basis of marketing theory research and power supply industry marketing, this paper takes W county power supply company as an example to carry out empirical analysis. Through the analysis of the internal and external environment of customer satisfaction in W county power supply company, the necessity of improving customer satisfaction and the basic guarantee for the company to satisfy customer satisfaction are demonstrated and analyzed, and the evaluation system of customer satisfaction of W county power supply company is established and the evaluation is carried out. Reflect the level of customer satisfaction of the company; finally, combined with the industry situation and the specific situation of W county power supply company, This paper analyzes the present situation of customer satisfaction and puts forward some pertinent suggestions. The external customer satisfaction of W County Power supply Company is 74.65. The content that needs to be improved most is the step price, the connection of power supply service, the construction of initial installation channel. Information distribution channel construction, power supply contract processing and blackout information release; internal customer satisfaction is 65.160.The five items need to be improved in order are individual compensation and welfare, effectiveness of performance appraisal, and personal growth space. The fairness of performance appraisal and the improvement of individual ability. There are many reasons for the low customer satisfaction of W County Power supply Company, mainly including the contradiction between the grid structure and the economic and social development demand, the contradiction between the power supply service and the customer demand and the standard management and control. The contradiction between safety management and power supply equipment, between the current situation of agricultural power management and system mechanism. Aiming at the situation of satisfaction, the paper puts forward that the whole staff should set up a customer-oriented marketing consciousness, establish and perfect the service marketing process that is beneficial to the improvement of customer satisfaction, make every effort to ensure the safety of electricity and power supply, and provide qualified electric energy products. Provide more high-quality service products, improve the overall quality of all staff and other five aspects of advice and countermeasures. Through the research, it is considered that improving customer satisfaction as the starting point of marketing work of W county power supply company can not only clearly point out the direction of improving the marketing work of the company, but also have a profound impact on the same industry.
【学位授予单位】：郑州大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F426.61;F274
本文编号：2230315
[Abstract]:With the deepening of the reform of power supply system, the dominant position of county-level power supply enterprises has been established. However, the marketing target of maximizing profits is not only contrary to the national energy policy. And with the power supply enterprise's social responsibility is also inconsistent. This paper looks forward to finding a new foothold for the marketing work of county-level power supply enterprises through the research of customer satisfaction in W county power supply company. Following the research ideas of why, what and how to do, on the basis of marketing theory research and power supply industry marketing, this paper takes W county power supply company as an example to carry out empirical analysis. Through the analysis of the internal and external environment of customer satisfaction in W county power supply company, the necessity of improving customer satisfaction and the basic guarantee for the company to satisfy customer satisfaction are demonstrated and analyzed, and the evaluation system of customer satisfaction of W county power supply company is established and the evaluation is carried out. Reflect the level of customer satisfaction of the company; finally, combined with the industry situation and the specific situation of W county power supply company, This paper analyzes the present situation of customer satisfaction and puts forward some pertinent suggestions. The external customer satisfaction of W County Power supply Company is 74.65. The content that needs to be improved most is the step price, the connection of power supply service, the construction of initial installation channel. Information distribution channel construction, power supply contract processing and blackout information release; internal customer satisfaction is 65.160.The five items need to be improved in order are individual compensation and welfare, effectiveness of performance appraisal, and personal growth space. The fairness of performance appraisal and the improvement of individual ability. There are many reasons for the low customer satisfaction of W County Power supply Company, mainly including the contradiction between the grid structure and the economic and social development demand, the contradiction between the power supply service and the customer demand and the standard management and control. The contradiction between safety management and power supply equipment, between the current situation of agricultural power management and system mechanism. Aiming at the situation of satisfaction, the paper puts forward that the whole staff should set up a customer-oriented marketing consciousness, establish and perfect the service marketing process that is beneficial to the improvement of customer satisfaction, make every effort to ensure the safety of electricity and power supply, and provide qualified electric energy products. Provide more high-quality service products, improve the overall quality of all staff and other five aspects of advice and countermeasures. Through the research, it is considered that improving customer satisfaction as the starting point of marketing work of W county power supply company can not only clearly point out the direction of improving the marketing work of the company, but also have a profound impact on the same industry.
【学位授予单位】：郑州大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F426.61;F274
【参考文献】
相关期刊论文 前1条
1 施广华,孙u&;建立电力服务营销体系的探索和实践[J];电力需求侧管理;2002年04期
，本文编号：2230315
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