Comprehensive Evaluation Of Customer Satisfaction Degree And Quality Of Service For Power Supply Enterprises

With the reformation of China’s power market, enviroment and status of power supply company is in the event of significant changes and faces transformation from monopoly to competition. Operating environment of power supply enterprises transforms from electricity distribution business and electricity limitation business to guide customers as services business type. Thus, the pros and cons of electricity supply service quality will directly affect the power company’s survival. So it is very important to carry out customer satisfaction evaluation work which can help power companies to find problems in power supply services and factors which affecting the quality of service customer satisfaction, thereby making some measures which targeting to improve the quality of service.Based on the model of domestic and international customer satisfaction research and analysis, combined with the characteristics of power supply companies, we build customer satisfaction evaluation model for power companies and establish forth hierarchies index system. In order to improve evaluation results which lacking of accuracy caused by subjective matrix in AHP, we construct objective matrix which relative dependence by means of defination of attribute dependence in the rough set theory. Based on this, we combine objective comparison matrix and subjective judgment matrix in AHP, and then make up a new theory which determining combination matrix first, then decision-making by calculating the comprehensive weight of combination matrix, this is a comprehensive evaluation method which based on rough sets and AHP. On the premise of keeping the ability of classification, the system’s knowledge is reduced. The combination of objective judgment matrix and subjective judgment matrix not only can avoid the excessive dependence on the subjective factors, but also can avoid over-reliance on objective factors, so as to improve the decision accuracy.Through comprehensive evaluation research on customer satisfaction and service quality for the power supply, we can introduce modern management concepts and methods to improve management and the level of decision-making reference. In short, comprehensive evaluation on power supply enterprise customer service quality will play a decisive role on improving customer service levels, and promoting the development of power supply enterprise.