大同供电公司营销服务质量管理体系的建设与实施

发布时间：2018-03-18 14:00

本文选题：供电企业　切入点：营销服务质量管理体系　出处：《华北电力大学》2014年硕士论文　论文类型：学位论文

【摘要】：以往,供电企业多被定义为生产企业,而随着电力市场的不断完善与我国电力体制改革的逐渐深化,供电企业的服务特性逐渐体现出来,越来越多的供电企业在营销工作中认识到提升服务质量的重要性。提升服务质量对于供电企业来说有着提升市场占有率,提高用户满意度,增加企业经济效益等多方面的意义。因而,建立起科学的营销服务质量体系,对于供电企业的经营与发展来说有着重要的现实意义。目前我国供电企业在营销服务质量管理体系的建设中还存在一些不足之处,如营销服务质量管理意识淡薄,营销服务模式滞后,服务质量管理基础薄弱,以及营销服务过程控制不利等等,亟需进一步改进。鉴于此,本文在树立和分析供电企业营销服务质量管理相关理论的基础上,以山西省大同供电分公司为例,对现代供电企业营销服务质量管理工作中的不足进行剖析,就如何建立和实施供电企业营销服务质量管理体系提出了一系列思路和方法,并对改体系的运行效益进行了分析,认为一个有效的营销服务质量管理体系对于提升供电企业服务指标、客户满意度和经济效益均有着显著的效果。
[Abstract]:In the past, power supply enterprises were defined as production enterprises, but with the continuous improvement of power market and the deepening of China's power system reform, the service characteristics of power supply enterprises are gradually reflected. More and more power supply enterprises realize the importance of improving service quality in marketing work. Increase the economic benefits of enterprises and other aspects of significance. Therefore, establish a scientific marketing service quality system, It has important practical significance for the management and development of power supply enterprises. At present, there are still some deficiencies in the construction of marketing service quality management system in China's power supply enterprises, such as weak awareness of marketing service quality management. Marketing service mode lags behind, service quality management foundation is weak, and marketing service process control is unfavorable, so it needs to be further improved. In view of this, on the basis of establishing and analyzing the relevant theories of marketing service quality management in power supply enterprises, taking Datong Power supply Branch of Shanxi Province as an example, this paper analyzes the shortcomings of marketing service quality management in modern power supply enterprises. This paper puts forward a series of ideas and methods on how to establish and implement the marketing service quality management system of power supply enterprises, and analyzes the operating benefits of the reform system. It is considered that an effective marketing service quality management system has remarkable effect on improving service index, customer satisfaction and economic benefit of power supply enterprises.
【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;F274

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