基于提高客户满意度的供电服务营销策略研究

发布时间：2018-01-02 20:24

本文关键词：基于提高客户满意度的供电服务营销策略研究　出处：《华南理工大学》2015年硕士论文　论文类型：学位论文

【摘要】：电力作为国民经济的基础产业之一,电力供应关系到千家万户,电力行业与社会生产、生活密切相关,其服务质量对供电企业的生存和发展具有十分重要的意义。特别是近年来,随着社会经济的不断发展,更深深感受到广大客户对电力供应、电能质量以及服务质量提出了更高的要求。而服务质量是供电企业打造服务品牌、拓展消费市场、保持持续发展的根本途径,供电企业如何持续改进电力服务营销策略,满足客户日益增长的服务需要,是其生存的根本。本文从服务营销理论出发,根据电力行业客户满意度测评指标体系及其在电力行业的应用方法,针对电力行业客户满意度的提升需求,以肇庆供电局为实例研究对象,运用供电客户满意度八大方面服务体验点,通过对客户满意度分析,找到了不同客户的满意因素,并了解到了他们对这些因素的满意程度,从而提出八项能力策略有效措施,构建客户全方位服务体系,实行推广应用。本文重点论述了构建多维度、多层面的客户满意度测评体系、客户全方位服务体系,提出有效提升客户满意度的供电服务管理策略组合,组成一项系统工程,旨在对提升该供电局客户满意度有所助益,并希冀能对我国电力行业的更广阔领域的研究起到抛砖引玉的作用。
[Abstract]:As one of the basic industries of national economy, electric power supply is related to thousands of households. The power industry is closely related to social production and life. Its service quality is of great significance to the survival and development of power supply enterprises, especially in recent years, with the continuous development of social economy, the majority of customers deeply feel the power supply. Power quality and service quality put forward higher requirements, and service quality is the fundamental way for power supply enterprises to build service brand, expand consumer market and maintain sustainable development. How to continuously improve the power service marketing strategy to meet the increasing service needs of customers is the basis of the survival of power supply enterprises. This paper starts from the theory of service marketing. According to the power industry customer satisfaction evaluation index system and its application in the power industry, aimed at the power industry customer satisfaction promotion needs, Zhaoqing Power supply Bureau as an example research object. Through the analysis of customer satisfaction, we find out the satisfaction factors of different customers, and understand their satisfaction degree to these factors. Thus put forward eight effective measures to build a comprehensive customer service system, the implementation of the application. This paper focuses on the construction of a multi-dimensional, multi-level customer satisfaction evaluation system. Customer omnidirectional service system, put forward the effective improvement of customer satisfaction of the power supply service management strategy combination, constitute a system engineering, in order to improve the customer satisfaction of the power supply bureau. And hope to be able to play a role in the broader field of research in China's electric power industry.
【学位授予单位】：华南理工大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F426.61;F274

【相似文献】