Research On The Service Quality Of Residential Customers In Power Supply Industry

As the basis for national economic development, the electric power industry plays an important supporting role in building a harmonious socialist society. With the implementation of China's electric power system, the competitive electricity market is taking shape. The power industry has become one of the industries concerned about, and always faces the community supervision and public opinion pressure.In the "Twelve Five" plan, it's the goal to improve the livelihood of the people of China , speed up the development of social undertakings and public services, and gradually improve the basic public service system, so that we can maintain social harmony and stability. In the power supply enterprise customers, residential customers accounted for 90% of the total number of customers, which have the maximum amount of daily business, spend the most proportion of service time, and occupy the most resources of business services. On behalf of the satisfaction of the social to electricity supply industry, the residents are very important. And once the most of residential customers are not satisfied, it will lead to major social problem, and be not conducive to social stability. Therefore, the residents'power supply service is an important issue for the people's livelihood.Based on the perspective of improving the livelihood of the people, this paper studies service quality of residential customers in power supply industry and analyzes the factors influencing on the residential customers in Chongqing in the context of improving the livelihood of the people, changing the power supply enterprise image and the power supply service widely concerned about.The main frame of this study is in the chapter one, which shows some of the major issues and background, ideas and methods, content and structure. Next it's about the theory, such as relevant literature, theory of reference service quality, customer satisfaction and service marketing theory, and the concept of services quality in power supply. In the chapter three, it analyzes the political environment, economic environment, social environment and technical environment, and investigates the status of supply services in Chongqing. This paper designs the questionnaire on the basis of existing research and marketing experts'suggestion, and then by factor analysis, this paper puts forward that the three main factors, that is, business factors, service environment factors and power image factors, consist of service quality attributes. Based on the results of factor analysis,it concludes that the three properties of electricity supply service quality of important dimensions of service satisfaction In a sequence: Business factors, power image factors and service environment factors by regression analysis in chapter five, and then in this chapter it explores the characteristics of the user and customer satisfaction by cross-analysis, including the average monthly consumption, payment method and other user features. In the chapter six, this paper puts forward services marketing mix strategies on the basis of 7P theory, which are emphasizing the commitment to introduce and improve services, updating services Process, the introduction of information technology services, facilities and customer feedback tracking control of management in the service process; attention to integration of front and back office staff personnel to provide humane care in service staff; displaying the physical hardware environment ,the soft environment and energy value in the visible display strategy. Meanwhile, this chapter also proposes some innovative strategies in service quality, which are introducing the concepts of knowledge marketing and knowledge service, and standardized services being combined with personalized service in Service Idea; providing value-added services in service contents by learning foreign power industry and the advanced experience of the domestic telecommunications. Finally, it is a summary of the full text in chapter seven.