Research On Designing Index System Of Satisfaction For Power Customers Based On Great Marketing

With the national power system reformation being carried out, the power industry is turning to a well-ordered powermarket, power buyer’s market also into being. Power supply enterprises should change running ideas, establish customer satisfaction as the core of the market marketing idea and build the marketing mechanism which with the customers as the center to improve management benefits. Because of the development of power supply enterprise marketing concept, the electric power market into the " big marketing" service phase, the customers satisfy with the electric power products and services or not, will be the decisive development factor of the power supply enterprise, customer satisfaction has become the focus of the power supply enterprise. Therefore, fully understanding the enterprise current level of service and according to the customer feedback to improve work and take effective measures to improve customer satisfaction, these can truly achieve the targets of stimulating electricity demand and promoting the goal of power supply. In2007state grid companies enacted state grid power supply service quality evaluation management measures (try out) and in the report of proposing to promote the" three sets of five" work make power service customer satisfaction assessment become the practice focus in the power supply enterprise.This paper firstly summarized the domestic and international customer satisfaction assessment theory and application practice, especially in light of our country at present already has implemented power customer satisfaction assessment index system and carries on the analysis comparison, pointed out that the existing problems in the index system, and then through the investigation, combined with the customers’will and state policies, put the improved index system.Finally through empirical analysis, mading use of the statistical analysis softwares of SPSS and AMOS, objectively reflected the assessment system maneuverability, helped the power supply enterprise to understanding its own advantages and disadvantages in services to providing reasonable effective information for further improving service level and quality.