供电服务质量评价指标体系与管理措施研究

发布时间：2019-04-24 08:06

【摘要】：在我国电力企业改革的新形势下,本文通过深入分析阐述关系营销学、客户管理以及CRM等的相关理论,结合供电企业实际,建立了：以客户为中心,建立了以服务质量能力、服务质量过程、服务质量绩效为变量的服务质量评价指标体系模型,并使用服务质量评价的新型工具—服务质量指数来对服务质量水平进行量化考量。最后,通过实证研究论证了服务质量指数的有效性。指出：服务质量指数是衡量包括供电企业在内的服务性企业经营实绩的一个新的指标。编制服务质量指数,可促使服务性企业管理人员重视外部效率考核工作,管理人员高度重视顾客的消费经历,不断提高本企业的服务质量,才能在激烈的市场竞争中,不断地提高本企业的竞争实力和经济效益。因此,提高服务质量指数,应该是包括供电企业在内的服务性企业的一个重要经营目标。本文生成了评价服务质量水平的指标——“服务质量指数”。通过建立服务质量体系模型生成了定量的综合性指标——“服务质量指数”(SQI)。从服务能力、过程实现、服务绩效三方面生成服务能力指数、服务过程指数、服务绩效指数。其功能：①可以判断企业的服务质量水平；②可以分析影响服务质量水平的关键要素；③可以运用服务质量指数进行横向、纵向的比较。居民用电服务质量专项行动及提高客户满意度的具体实践相结合,论述如何在现有形势下对供电服务进行质量管理,以便搞好供电服务质量,提高经济效益,这具有普遍的借鉴意义。本论文结合改进行动的实际情况,利用质量管理的理论对供电服务中存在的问题种类、评估、以及提升办法进行研究形成一整套具体的完整的实施方案,这套方案可操作性、客观性和针对性很强,对实践具有很强的指导意义。
[Abstract]:Under the new situation of the reform of electric power enterprises in our country, through in-depth analysis and elaboration of the related theories of relation marketing, customer management and CRM, combined with the reality of power supply enterprises, this paper establishes the following aspects: taking customers as the center, building up the ability of service quality, and so on. The index system model of service quality evaluation is based on the process of service quality and the performance of service quality. The quality of service index, a new tool of service quality evaluation, is used to quantitatively consider the level of service quality. Finally, the validity of service quality index is proved by empirical research. It is pointed out that the service quality index is a new index to measure the business performance of service enterprises, including power supply enterprises. The compilation of service quality index can urge managers of service enterprises to attach importance to external efficiency assessment, managers attach great importance to customers' consumption experience, and continuously improve the service quality of their enterprises, so as to be able to be in the fierce market competition. Constantly improve the competitive strength and economic benefits of the enterprise. Therefore, improving service quality index should be an important business objective of service enterprises, including power supply enterprises. This paper generates an index to evaluate the level of service quality-"quality of Service Index". Through the establishment of a service quality system model, a quantitative comprehensive index-"quality of Service Index" (SQI). Is generated. Service capability index, service process index and service performance index are generated from three aspects: service capability, process realization and service performance. Its function: 1 can judge the service quality level of the enterprise, 2 can analyze the key factors that influence the service quality level, 3 can use the service quality index to carry on the horizontal and the longitudinal comparison. Combined with the practice of improving customer satisfaction, this paper discusses how to manage the quality of power supply service under the present situation, in order to improve the quality of power supply service and improve the economic benefit. This has the universal reference significance. Combined with the actual situation of the improvement action, this paper uses the theory of quality management to study the types of problems existing in the power supply service, the evaluation, and the improvement methods to form a set of concrete and complete implementation schemes, which are operable. Objectivity and pertinence are very strong, and have a strong guiding significance to practice.
【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】：F426.61

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