Study On Electric Power Enterprise Customer Satisfaction Based On Customer Demand Classification

With national power system reformation being deepening, the power market is turningfrom sellers’ market to buyers’ market. Meanwhile, with the development of socialeconomy and the improvement of people’s living standard, make the customers have highercriterion for the power quality. Facing the two changes, power enterprises must establish acustomer-focused service concept, take a customer-satisfying-oriented marketing concept,in order to improve business performance and maintain or increase its profits. Forenterprises, understanding theirs service level accurately, doing well in customer’ssatisfaction, enhancing service management, finding the weakness of service and adoptingthe targeted improvement measures have important significance for enterprises to improveservice ability and develop sustainably.For the electric power enterprises, obtaining first-hand information about customer intime, grasping customer requirements and transforming it into service requirements in orderto achieve customer satisfaction and finally establish the core service concept of customersatisfaction is inevitability.Based on this, this paper analyzed the customer satisfaction from customer requirementclassification. Reading literatures to obtain customers’ service requirement elements. Inview of the subjectivity and no considering customer’s uncertainty psychological of thetraditional Kano model, design a kind of fuzzy Kano model combined fuzzy theory, in orderto realize the objective of customer requirement classification. Analyze customer’ssatisfaction based-on customer requirement classification result of fuzzy Kano model, andprovide some targeted suggestions and measures for enterprises to improve their serviceaccording to different market segments.The research can help enterprises maintain customer loyalty, advance the powerenterprises’ core competitiveness and promote the sustainable development of the powerenterprises. At the same time, it is helpful to realize optimal configuration of resources andprofit maximization.