大庆油田电力集团客户满意度测评体系设计与应用研究

发布时间：2018-06-01 12:28

本文选题：大庆油田电力集团 + 客户满意度　；参考：《东北石油大学》2015年硕士论文

【摘要】：大庆油田电力集团隶属于大庆油田有限责任公司。随着油田经济社会的不断发展和改革的不断深入,油田电力集团也在不断开拓市场,电力客户日益增多,电力营销服务工作越来越重要,而客户满意度就是衡量油田电力集团服务效果的综合评价指标。但是油田电力集团在这方面的工作存在不足,因此,本文以大庆油田电力集团客户满意度测评体系设计与应用研究为题,具有一定的实践意义和应用价值。本文以大庆油田电力集团为研究对象,研究其客户满意度测评体系设计与应用问题。首先,对国内外相关研究文献进行了述评,提出了研究内容与思路;其次,对客户满意度及其测评理论进行了概述,作为论文研究的理论依据;再次,结合大庆油田电力集团的特性,对大庆油田电力集团营销基本情况进行了梳理,对影响大庆油田电力集团客户满意度的因素进行了剖析;在此基础上,构建了由测评指标及其权重和评价模型组成的客户满意度测评体系;并对大庆油田电力集团进行了实证分析;最后,根据测评结果进行分析并提出整改措施。通过对大庆油田电力集团客户满意度测评体系的设计与应用研究,从而帮助大庆油田电力集团发现供电服务中存在的问题、影响客户满意度因素,从而更有针对性地进行改进,进一步提高油田电力企业的供电服务质量。
[Abstract]:Daqing Oilfield Electric Power Group belongs to Yu Daqing Oilfield Co., Ltd. With the continuous development of oil field economy and society and the deepening of reform, the electric power group of oil field is also continuously developing the market, the electric power customer is increasing day by day, the electric power marketing service work is becoming more and more important. And customer satisfaction is the comprehensive evaluation index to measure the service effect of oilfield electric power group. But the work of oilfield electric power group in this respect is insufficient, therefore, this paper takes the design and application research of customer satisfaction evaluation system of Daqing oilfield electric power group as the topic, which has certain practical significance and application value. This paper studies the design and application of customer satisfaction evaluation system in Daqing Oilfield Electric Power Group. First of all, the domestic and foreign related research literature is reviewed, and the research contents and ideas are put forward. Secondly, the customer satisfaction and its evaluation theory are summarized as the theoretical basis of the paper. Combined with the characteristics of Daqing Oilfield Electric Power Group, the basic marketing situation of Daqing Oilfield Electric Power Group is combed out, and the factors influencing the customer satisfaction degree of Daqing Oilfield Power Group are analyzed. The evaluation system of customer satisfaction is constructed, which is composed of the evaluation index, its weight and evaluation model; and the empirical analysis of Daqing Oilfield Power Group is carried out. Finally, according to the evaluation results, the author analyzes and puts forward the corrective measures. Through the research on the design and application of the customer satisfaction evaluation system of Daqing Oilfield Electric Power Group, it can help Daqing Oilfield Power Group to find out the problems existing in the power supply service, to influence the factors of customer satisfaction, and to improve the system more pertinently. Further improve the power supply service quality of oil field electric power enterprises.
【学位授予单位】：东北石油大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F426.61;F274

【参考文献】