X公司服务质量评价研究

发布时间：2018-07-28 19:25

【摘要】：民生是国家关注的焦点问题，民生连着民心，民心关系国运，供电企业是关系国计民生的重要行业，，让居民客户享用贴心的用电服务，营造和谐供用电关系、让用电客户满意刻不容缓。随着国家电网公司“三集五大”体系建设的不断深化完善，X公司明确自身在能源市场竞争中的发展定位，转变服务作风，规范服务行为，加快网架建设，保障输送电能的稳定性和安全性，切实提高服务能力和市场占有率，以供电服务这条生命线，推动企业健康、持续、快速发展。通过阅读国内外相关优质服务分析、服务质量评价等文献，研究服务质量差距模型和测评量表运用在供电企业服务评价中的理论基础，结合X公司优质服务现状，从供电公司内部、客户感受到的服务感受两个角度，构建涵盖供电服务内部、外部的综合服务评价体系。通过实践，对该服务评价体系的进行实用性分析。通过客户满意度值，了解到X公司在其供电区域服务口碑良好，但其服务能力与电力客户期望之间存有差距，是影响X公司服务质量提升的关键因素。针对存在的问题，论文最后提出了建立科学的供电服务管理体系手册、供电企业内部服务考评机制、行风监督员评价机制、员工服务技能培训实施方案等措施。本课题的深入研究，对X公司提升供电服务能力，提高电力客户满意度，塑造企业良好社会形象有重要意义。
[Abstract]:People's livelihood is the focus of our country's attention. People's livelihood is connected with the people's hearts and minds. Power supply enterprises are an important industry related to the national economy and the people's livelihood. They allow residents' customers to enjoy intimate electricity service and create a harmonious relationship between electricity supply and power supply. It is urgent to satisfy the customers. With the continuous deepening and perfecting of the "three sets and five" system construction of State Grid Company, the company clearly defines its own development orientation in the energy market competition, changes its service style, standardizes its service behavior, and speeds up the construction of the grid structure. To ensure the stability and security of power transmission, to improve the service capacity and market share, to power the lifeline, to promote the healthy, sustainable and rapid development of enterprises. By reading the literature of quality service analysis and service quality evaluation at home and abroad, this paper studies the theoretical basis of service quality gap model and measurement scale used in service evaluation of power supply enterprises, and combines the current situation of quality service in X Company. A comprehensive service evaluation system covering the interior and exterior of the power supply service is constructed from the perspective of the service perception of the customer and the internal power supply company. Through practice, the practicability of the service evaluation system is analyzed. Through the customer satisfaction value, we know that X Company has good service reputation in its power supply area, but there is a gap between its service ability and customer expectation, which is the key factor affecting the improvement of service quality of X Company. Aiming at the existing problems, the paper finally puts forward some measures such as establishing a scientific power supply service management system manual, the internal service evaluation mechanism of power supply enterprises, the evaluation mechanism of industry supervisors, the implementation scheme of staff service skills training and so on. The in-depth study of this topic is of great significance to X Company to enhance the power supply service ability, improve the power customer satisfaction, and shape the good social image of the enterprise.
【学位授予单位】：华中科技大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F426.61;F274

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