Customer Satisfaction Assessment System Research Of Electric Power Company

Gradually deepened the reform of the electricity system in our country, makes the power industry market features more and more obvious. Electric power market gradually become a buyer’s market. Electric power company is an essential way to improve the economic benefit is to change the management ideas, set up to customer satisfaction as the core of market marketing idea. Establish take the customer as the center of power supply enterprise marketing concept has been quickly into the electric power market marketing service stage, how to do a good job of customer satisfaction has become a focus of power supply enterprise. Are satisfied customers of electric products and related services has become one of the decisive factor of enterprise development. Power supply enterprise to be able to truly stimulate demand, enhance the management level, should the enterprise the current service level as a starting point, targeted to improve the work. In this paper, the main work includes:(1) the customer satisfaction model of the structure variable "loyalty" is replaced by "trust". From the perspective of the nature of the object and can be through by the customer for electric power company’s trust for power companies and its working staff express goodwill and reflect the ability of four subsystems level indicators to measure. Through the original and the improved model is analyzed, and you can see the connection degree of satisfaction model and the trust and loyalty is obviously better than the degree of correlation, confirmed the rationality of the improved model.(2) in service quality perception in the design of evaluation index, in view of the domestic general there are two ways to approach SERVQUAL and RATER standards, this paper analyzes the differences between the two methods and the same, the two methods integration and improvement, combined with the characteristics of electric power industry service industry, put forward and designed for the perception of the evaluation index of the power industry.(3) the national grid in the expansion pack clear regulations do not specify a new engineering design suppliers, construction and materials equipment suppliers such as "three-no" specified. For strong rules but it is still often occur "three-no specified" phenomenon, this article in view of the electric power industry expansion and reporting services, for customers increased except residents "three-no" specified evaluation index, a more specific evaluation, and combined with the actual, in order to put forward more reasonable improvement measures to cope with the situation, make enterprise and customer win-win.(4) in an analysis of the short service satisfaction index, adopted the preferential improve matrix analysis method, based on services index average and coefficient of index weight coefficient of phenotype with the customers, to establish priority modified matrix, according to two indicators of numerical rules corresponding quadrants. After join "" marketing resources optimization analysis, by raising the utilization rate of resources, make limited resources for the maximum power, without increasing the cost significantly improve electric power company on the basis of customer satisfaction.Finally to improve the customer satisfaction evaluation index system has carried on the empirical analysis, using SPSS data analysis software for the effect of the evaluation system is verified. Objectively reflects the maneuverability of the index system, the status quo of the help enterprises to understand the real, in order to further improve the service level and service quality to provide effective support.