Research On Service Evaluation And Management For Power Supply Enterprises In China

As power industry reforming, electricity power supply companies started to change for the customer service-oriented enterprise, thus, a good service quality means to maintain a competitive advantage. China State Grid Corporation proposed electricity service quality evaluation methods in 2007, making power supply services become the industry study subject. This article studies on the service quality management and customer satisfaction measurement theory home and abroad at first; then establishes service gap model for power supply service to analysis power supply service quality; according to the service gap model, an external power supply service quality evaluation index system is established, and an example is made to illustrate its maneuverability; finally the Quality Function Deployment Method and System Clustering (Q clustering) method are used to study power supply enterprises'services technical features, then based on the measurement results, strategies for upgrading power supply service quality were suggested.