Research On Relationship Of Customer Satisfaction And Power Supply Service Staff Job Burnout

With the continuous deepening reform of power network, the high quality service as the lifeline of the national grid, its importance can be seen obviously. High quality service means customer satisfaction, premise of customer satisfaction is employee satisfaction. Only making the staff satisfied, they will play their creativity and enthusiasm, thus, they can create value for the national grid. Therefore, for the power supply enterprises, both employee satisfaction and customer satisfaction are extremely important. However, few scholars combine the employee satisfaction and customer satisfaction together to study, many documents are only for the study of one aspect. This article makes up for lack of prior literatures, combine the employee satisfaction and customer satisfaction together, start new areas of research.Firstly, this article analyzes the connotation and meaning of burnout and customer satisfaction; secondly, description of model research the job burnout and customer satisfaction; thirdly, analysis of index system and questionnaire design of burnout model and customer satisfaction model; fourthly, establish of the relationship of customer satisfaction and job burnout model; finally, take one supply enterprises as example, conducted a questionnaire survey and used SPSS and AMOS for structural equation modeling, when exact p value of correlation test of work burnout to customer satisfaction is less than 0.05, we can increase customer satisfaction from aspects of psychological contract. When exact p value of correlation test of work burnout to customer satisfaction is more than 0.05, we can increase customer satisfaction from aspects of customer satisfaction.The results show that, staff burnout effects indirectly on customer satisfaction, the standardized coefficient is 0.07. Burnout will impact on customer satisfaction; the customer satisfaction affects the customer loyalty; the customer loyalty affects the value of corporate profits. Therefore, we can ease the burnout measures leading to improved employee satisfaction and thus improve customer satisfaction.