泰兴市供电公司客户满意度研究

发布时间：2018-04-14 08:57

本文选题：服务质量 + 顾客满意　；参考：《扬州大学》2014年硕士论文

【摘要】：随着电力体制的深化改革,供电企业要拓宽电力市场、增加供电量、提高经营效益,必须转变观念,建立以客户需求为导向的营销机制,树立以客户满意为核心的市场营销观念；同时,随着人民生活质量的不断提高和国民经济的快速发展,社会各界对电的依赖程度和期望值日益提高,供电企业作为公共服务行业,必须履行社会责任,政府及国网、江苏省电力公司对县级供电企业服务质量的考核越来越严,并把客户满意度作为检验供电服务质量的重要方面,客户满意度是体现供电企业社会形象的重要指标；虽然过去的几年,供电企业已采取了一系列措施努力提升客户满意度,但局限于意识层面和活动层面,缺乏系统和完整的研究,尚未有优秀的理论支持。因此,探究一个适合于县级供电企业客户满意度的研究模型,并利用此模型找出影响客户满意度的关键因素,对当前供电企业提升服务质量、树立社会形象具有十分重要的现实指导意义。顾客满意度测评方法一般分三种：层次结构测评方法、线性回归测评方法及顾客满意度指数CSI法,通过比较,选择CSI构建供电企业顾客满意度理论模型。结合供电企业特点,确定顾客期望、硬件质量感知、服务质量感知、价格感知、顾客满意度、顾客忠诚度、企业宣传7个潜变量,及电能质量、电力设备质量、电网停电或故障等19个测评变量,并针对模型中19个测评变量开展问卷调查,采集相关数据。运用结构方程模型SEM对客户满意理论模型CSI进行验证,根据供电企业客户满意度理论模型得出结构方程模型,借助统计分析软件SPSS和结构方程建模软件LISREL进行分析,对模型中的潜变量的路径系数进行标准化估计,借助极大似然法得出测评变量对各潜变量的效应系数,再利用三维八分图法找出影响泰兴市供电公司客户满意度的关键因素,即该公司服务方面的薄弱点。针对这些薄弱点,提出提升客户满意度的策略和具体措施。
[Abstract]:With the deepening reform of the electric power system, in order to broaden the power market, increase the power supply and improve the operating efficiency, the power supply enterprises must change their concepts and establish a customer-demand-oriented marketing mechanism.At the same time, with the continuous improvement of the quality of life of the people and the rapid development of the national economy, the degree of dependence and expectation on electricity from all walks of life is increasing day by day.As a public service industry, power supply enterprises must fulfill their social responsibilities. The government, the national power network and Jiangsu Power Company are more and more strict in assessing the service quality of county-level power supply enterprises, and regard customer satisfaction as an important aspect of testing the quality of power supply services.Customer satisfaction is an important indicator to reflect the social image of power supply enterprises. Although in the past few years, power supply enterprises have taken a series of measures to improve customer satisfaction, but limited to the level of awareness and activities,Lack of systematic and complete research, there is no excellent theoretical support.Therefore, to explore a research model suitable for county power supply enterprises customer satisfaction, and use this model to find out the key factors affecting customer satisfaction, to improve the service quality of current power supply enterprises.The establishment of social image has a very important practical significance.There are three kinds of customer satisfaction evaluation methods: hierarchical structure evaluation method, linear regression method and customer satisfaction index (CSI) method. Through comparison, CSI is selected to construct the theoretical model of customer satisfaction in power supply enterprises.According to the characteristics of power supply enterprises, determine customer expectation, hardware quality perception, service quality perception, price perception, customer satisfaction, customer loyalty, enterprise propaganda 7 latent variables, and power quality, power equipment quality,There are 19 evaluation variables such as power outage or fault, and a questionnaire survey is carried out to collect the relevant data for the 19 evaluation variables in the model.The structural equation model (SEM) is used to verify the customer satisfaction theory model (CSI). According to the theoretical model of customer satisfaction of power supply enterprises, the structure equation model is obtained. The statistical analysis software SPSS and the structural equation modeling software LISREL are used to analyze the model.In this paper, the path coefficients of latent variables in the model are standardized estimated, and the effect coefficients of test variables on each latent variable are obtained by means of maximum likelihood method, and then the key factors affecting the customer satisfaction of Taixing Power supply Company are found by using the three-dimensional eight-component graph method.The weakness of the company's services.Aiming at these weaknesses, this paper puts forward strategies and specific measures to improve customer satisfaction.
【学位授予单位】：扬州大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F274;F426.61

【参考文献】