The Improvement Strategy For Customer Satisfaction In Power Supply Bureau A

The author introduces the origin and development of marketing service of China electrical power enterprise, addresses the background of research for customer satisfaction in power supply bureau A, brings out the importance of power supply bureau A establishes the evaluating system for customer satisfaction of electrical power industry.The author introduces the concept, growing and evolvement process of customer satisfaction in detail, addresses system structure of customer satisfaction model, the six elements to form the system structure, which are customer expectation, the customer sense of quality, the customer sense of value, the customer satisfaction, the customer complain and the loyalty of customer. It introduces evaluating system of customer satisfaction, the design and research method of customer satisfaction questionnaire sheet as well. The Author base on the reviewing of customer satisfaction materials and base on the reviewing of literatures for customer satisfaction, combinates with the current situation of service quality in China electrical power enterprise, bring out a concept model that describe the customer satisfaction of electrical power enterprise. Base on the research, a questionnaires was been made to prove what elements and how to effect the customer satisfaction in power supply bureau A.In addition, the author according to the characteristic of electrical power industry, bases on the ACSI(The American Customer Satisfaction Index) model, a visualize variable as the structure variable is added in the model, that establishes a customer satisfaction evaluating model for power supply bureau A. The author also made a customer satisfaction research and data analysis for Industrial customer of the power supply bureau A, in result, the mark of customer satisfaction for industrial customer is 70.49. The author use CFA(Causal Factor Analysis) method,through the analysis of industrial customer satisfaction result in power supply bureau A, concludes the improvement strategy for customer satisfaction.