临汾地区供电服务质量的评价

发布时间：2018-01-18 10:07

本文关键词：临汾地区供电服务质量的评价　出处：《华北电力大学》2014年硕士论文　论文类型：学位论文

【摘要】：在社会主义事业建设中,电力行业是国家经济不断发展的基础行业和非常重要的社会公共事业,对社会的发展起着非常关键的支撑作用。随着国家经济的进一步市场化,电力行业逐渐发展成为时刻面临着社会上的舆论和监督的行业,是社会和政府强化关注的重点行业,我国电力市场体制改革也在不断实施,激烈竞争的电力市场格局正在进一步形成。因此用电客户应该作为供电企业的主动服务的对象。党的十八大以来,提倡为百姓解决实际的困难问题,提出了中国梦的强国思路。供电企业不仅属于国有企业,还是社会公用事业的基础,是国家经济发展和人民安居乐业的基石,这就决定了供电企业必须担当公共事业的社会责任,提供高效的电能和优质的服务,为全社会的经济发展和人民生活水平的不断提高做出贡献。供电服务质量已经成为未来临汾供电公司发展的有力保障。本文在关于服务质量、供电服务质量和服务质量评价等相关文献的基础上,以服务质量差距模型、SERVQUAL测评量表为理论基础,根据临汾供电公司服务的特点,分别从不同方面的环境来描述供电服务的宏观环境,并且对临汾市供电服务质量的现状进行了比较深入的调查,发现存在的问题,为后续改进服务质量的研究打下良好的基础。结合临汾供电公司的现状,分别从用电客户和供电公司自身的角度构建了服务质量外部评价体系和内部评价体系,并把二者结合形成完整的服务质量评价体系,同时对供电服务质量评价体系进行了实证分析,把临汾供电公司供电服务质量进行综合评价结果及分析。分析结果表明,临汾供电公司服务质量整体水平良好,但还存在一定的差距。这就需要临汾供电企业不断改进供电服务措施,加强供电服务工作入员的管理,建立健全供电服务的管理制度与工作规范,努力提升供电服务工作的满意度,为临汾电力行业的发展增添一份力量。针对在供电服务质量评价过程中出现的问题,本文提出了加强供电服务员工管理与培训、推动供电企业的电力技术的改革、构建科学的供电服务质量管理体系和建立供电服务补救机制等措施。本研究对临汾供电公司供电服务质量水平的提升有很重要意义,同时为有关行业的服务质量研究和评价提供了借鉴,对服务行业的质量改善和提高起到了促进最用。
[Abstract]:In the socialist construction, the electric power industry is the national economic development of the basic industry and a very important social public utilities. With the further marketization of the national economy, the electric power industry has gradually developed into an industry facing the public opinion and supervision in the society. It is the key industry that the society and the government pay more attention to, and the reform of the electric power market system in our country is also being carried out continuously. The fierce competition of the electric power market is forming further. Therefore, the customers should be the active service object of the power supply enterprises. Since the 18 Congress of the CPC, it has been advocated to solve the practical difficult problems for the common people. This paper puts forward Chinese Dream's thinking of strengthening the country. Power supply enterprises are not only state-owned enterprises, but also the foundation of social public utilities, which is the cornerstone of national economic development and people living and working in peace and contentment. This determines that power supply enterprises must bear the social responsibility of public utilities to provide efficient electricity and quality services. It contributes to the economic development of the whole society and the continuous improvement of the people's living standard. The quality of power supply service has become a strong guarantee for the development of Linfen Power supply Company in the future. On the basis of the relevant literature on service quality, power supply service quality and service quality evaluation, this paper takes the service quality gap model and SERVQUAL as the theoretical basis. According to the service characteristics of Linfen Power supply Company, the macro environment of power supply service is described from different aspects, and the current situation of power supply service quality in Linfen City is investigated in depth. Find out the existing problems, for the follow-up research to improve the quality of service to lay a good foundation, combined with Linfen power supply company's current situation. The external evaluation system and internal evaluation system of service quality are constructed from the perspective of power customers and power supply companies, and the two systems are combined to form a complete service quality evaluation system. At the same time, the evaluation system of power supply service quality is empirically analyzed, and the comprehensive evaluation results and analysis of power supply service quality of Linfen Power supply Company are carried out. The results show that the overall level of service quality of Linfen Power supply Company is good. However, there is still a certain gap, which requires Linfen power supply enterprises to constantly improve the power supply service measures, strengthen the management of power supply service workers, establish and improve the power supply service management system and work standard. Strive to improve the satisfaction of power supply services, Linfen power industry development to add a force. In view of the problems in the process of power supply service quality evaluation, this paper proposes to strengthen the management and training of power supply service staff to promote the reform of power technology in power supply enterprises. This study is of great significance to the improvement of power supply service quality level in Linfen Power supply Company. At the same time, it provides reference for the research and evaluation of service quality in related industries, and promotes the improvement of service quality.
【学位授予单位】：华北电力大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F426.61

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