Research On The External Evaluation Of Power Supply Service Quality In Shijiazhuang Electric Power Company

Due to the requirement of the market-oriented reform of electric power system,power supply company has been transformed the electric power production and management enterprise into service-oriented businesses for the customer. Taking the customer as the center of the service quality supervision and examination has become the key to shape a new power supply service brand and improve customer satisfaction. At the same time, the development of the external power supply service quality evaluation and supervision provides convenient conditions for establishing the normal mechanism in service quality of power supply company, which is helpful to improve the power supply enterprise service quality and set up the good social image.Studies on the service quality are widely developed in the customer satisfaction index(CSI), which analyzes the result of the service quality, but the service process is not been researched. So the study may fail to detect the root of the service quality problem and exist missing parts for comprehensive reflection of external evaluation of the service quality.In view of this, through researching the domestic and foreign related literature,the article service quality has systematically carried on the detailed discussion and evaluation to service quality measurement method and model of PZB model, SERVQUAL evaluation model and the CSI model, and to the power supply service quality related theory and research present situation. Secondly, based on analyzing the service object and service content and the main problems in Shijiazhuang power supply company, the article builds the external evaluation model of service quality in Shijiazhuang power supply company on the basis of reference the existing mature theory and model of service quality evaluation,and makes the index system of customer satisfaction and the operational layer as clear as possible, and embodies the index and forms the questionnaire according to the form of questionnaire survey. Finally, the article has carried on the empirical research, on the basis of which puts forward the practical and feasible suggestions and countermeasures to improve the service quality of Shijiazhuang power supply company.