Customer Satisfaction Research Of Power Supply Enterprise In The Cost Control Project

Gaining the customers' satisfaction is so necessary that it is essential to establish the evaluation system of customer satisfaction 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, which are customer expectation, customers' perception of quality, customers' perception of value, customer satisfaction, customer complaints, and customer loyalty. This dissertation discusses the evaluation system of the CSI and also explains the designing and survey methods applied in the questionnaire for the CSI survey.In addition, combined with the characteristics of electric power industry, the evaluation system of the CSI in electric power enterprises is built in this dissertation.As the first professional CSI survey in on electric power supply enterprises .Da Tong, Shanxi, a CSI survey for this dissertation was undertaken. The CSI score, 73.5485, is found through data analysis. Based on this survey, a proposal for how to deal with the problem of the power supply reliability, which has a great influence on the CSI, is presented. As for the management of customers' complaints, to set up a management system of customer complaints is suggested creatively.