| In the new development situation,in order for the power supply enterprise to better accommodate the changing market and to face challenges,this article investigates and analyzes the customer satisfaction of power users from Jinhua region,analyzes the existing problems and puts forward improving suggestions.Firstly,the research purpose is determined by elaborating background and significance of customer satisfaction evaluation on power industry,and the development course and characteristics of CSI models both at home and abroad are analyzed based on current researches.Secondly,the paper analyzes the relationship between service quality,customer satisfaction and customer loyalty,compares and contrasts different measurement methods of customer satisfaction,builds a model that works best for Jinhua electric power supply company by comparing several classic CSI models,and details the satisfaction survey plan.Thirdly,based on the enterprise's current situation,a layered indicator system is built,the method how to measure the proportion of indicators and comprehensive evaluation of customer satisfaction are discussed.In the next part,the paper analyzes the power supply service environment of Jinhua region by combining local general situation,market circumstances and process of electricity power reform;evaluates the secondary and tertiary indicators in the model;then investigates upgrading strategies of customer satisfaction according to the actual measurement results,and provides constructive suggestions for service quality management.Finally,the research results and innovations of the paper are concluded,difficulties,deficiencies and directions of future study are pointed out. |
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