Construction And Empirical Analysis Of The Customer Satisfaction Model For Power Supply Industry

Customer satisfaction has always been the focus of academia and practice. The more intense competitive environment, the much more important customer satisfaction is. As China's power supply industry reforming, market competition mechanism is introduced to power supply industry. So competition is inevitable. In China, power companies have been monopoly industry, so they do not have the customer-oriented service awareness and ignore the importance of customer satisfaction. However, for any business in a competitive market, customer satisfaction is the fundamental guarantee for the survivance and sustainable development.In view of this, on the basis of sorting out literatures of the service and customer satisfaction and combining with specificities of the services of power supply industry, the paper considers the relationship among the corporate image, customer expectations, perceived quality, perceived value, customer satisfaction, customer complaints and customer loyalty, customer satisfaction, constructs a structural model of customer satisfaction for power enterprises and proposes targeted measurable indicators. Additionally, selecting Lanzhou power company customers as the study sample and using SPSS 16.0 and AMOS 6.0 software, the paper verifies and modifies the model. The study provides a theoretical basis for power enterprises to improve customer satisfaction and effective measurement of customer satisfaction.