Study Of Customer Satisfaction On Electric Power Supply Enterprises

This dissertation, first of all, introduces the formation and development ofelectric power market in China, as well as its component elements and maincharacteristics. It also demonstrates that it is inevitable to operate according to themarket rules for China's electric power networks. Gaining the customers' satisfactionis so necessary that it is essential to establish the evaluation system of customersatisfaction in the electric power utilities.This dissertation reviews the concept of the Customer Satisfaction Index (CSI),its development process, the system of the CSI and its six component elements, whichare customer expectation, customers' perception of quality, customers' perception ofvalue, customer satisfaction, customer complaints, and customer loyalty. Thisdissertation discusses the evaluation system of the CSI and also explains thedesigning and survey methods applied in the questionnaire for the CSI survey.In addition, combined with the characteristics of electric power industry, theevaluation system of the CSI in electric power enterprises is built in this dissertation.As the first professional CSI survey in on Electric Power Supply EnterprisesBinhai new area, Tianjin, a CSI survey for this dissertation was undertaken. The CSIscore, 73.5485, is found through data analysis. Based on this survey, a proposal forhow to deal with the problem of the power supply reliability, which has a greatinfluence on the CSI, is presented. As for the management of customers' complaints,to set up a management system of customer complaints is suggested creatively.Furthermore, some details such as customer complaints collection and furthermanagement are discussed.