Research On Improvement Of Customer Satisfaction In Changchun Power Supply Company

Along with "three sets of five" system reform in China State Grid Corp, powersupply enterprises in China face with new opportunities and challenges again. Butinfluenced by the factors, such as traditional concept, management system andpersonnel quality for a long time, Changchun Power Supply Company did notachieve the desired effect in the reform. The transition of market economy failed tobe fully realized and the “customer oriented" marketing mechanism failed to be fullyestablished either. The power supply enterprises should participate in marketcompetition. In the face of the increasingly raised customers’ expectation, onlyconstantly eliminate and reduce the gap between the service standards and level andcustomer expectation, could the power supply enterpriseschase higher economicbenefit and achieve good social benefits. Customers’ expectation on the excellentservice of the enterprises becomes increasingly high, and meeting customers’ requiresis essential for the survival of enterprises. How to quickly improve the staff’s servicein power supply enterprises and elevate customer satisfactions has become theproblem that needs to be solved quickly in Changchun Power Supply Company.Therefore, according to the actual situation of Changchun Power Supply Company,this paper, from the point of view of enhancing customer satisfaction, actively seeksfor marketing strategy for improving managing performance and quality service,prompts the company to further implement standardized and efficient quality services,enhance core competitiveness. All of these are of great realistic significance to thedevelopment of the company.With Changchun Power Supply Company as research subject and with thecustomer satisfaction theory and service market4P theory as the guidance, throughliterature research, in-depth interviews, secondary data method, based on the actualsituation of Changchun Power Supply Company, the paper gives detailed analysis ofthe situation of customer satisfaction and the existing problems and its reason of the company. According to this research, the paper believes the main problems now arethe problems of product quality, price, service personnel and problems in the process.The emergence of these problems have a direct impact on the overall customerssatisfaction. In this paper, based on his working experience in power supplyenterprise, the author systematically puts forward the improvement strategy in viewof the problems which could optimize the whole marketing service system. Throughthe repositioning to customer satisfaction, the author hopes to explore a new road forthe development of power supply enterprises in order to improve the marketcompetitiveness of enterprises and promote enterprise image.By researching, a conclusion appears: in order to promote the benigndevelopment of Changchun Power Supply Company, reality should be the foundation,and then realize the transformation of marketing concept.We should also start fromthe inner mechanism, and steadily push forward the work of customer satisfaction.According to this paper, four suggestions are put forward:(1) improve the culture;(2)strengthen marketing service management system;(3) improve the employees’ quality;(4) strengthen the investment in power supply marketing.In this paper, by researching on the improvement strategy of customersatisfaction on Changchun Power Supply Company, the author tries to explore forChangchun Power Supply Company based on the concept of integrating the theorywith practice. The purpose is to improve the management level of Changchun PowerSupply Company, and raise economic benefits of the company, and at the same timeprovide a useful reference for other researches to improve customer satisfaction inpower supply enterprises.