The Promotion Of Guangxi Electric Power Marketing Service Research

On March 15,2015,the Central Committee of the Communist Party of China issued Document No.9 "Some Opinions on Further Deepening the Reform of Electric Power System".The article clarifies that the gradual withdrawal of power grid from electricity sale is the so-called "electricity reform starts from the selling side".The opening of the selling side is the main content of electricity reform,and users can be free in a fair and competitive market environment.We will gradually establish relatively independent power trading institutions and standardize market trading platforms by choosing e-commerce sellers.The ultimate goal of electricity reform is to break the monopoly position of power enterprises in the past.The price of electricity generation and sale is determined by the market.The formulation of the new power reform scheme has brought tremendous challenges to power grid enterprises,which means that power grid enterprises are no longer monopolistic enterprises and will participate in market competition.Therefore,the core of the work of power grid enterprises must be "customer-centered" and constantly improve service quality in order to achieve higher economic benefits.With the fierce competition in the market,the expectations of power customers for services are also increasing.Satisfying the needs of customers is the basis for the survival of power grid enterprises.How to improve the service quality and customer satisfaction of power supply enterprises has become an urgent problem for Guangxi Power Grid Company.Therefore,this paper combines with the own points of Guangxi power grid enterprises,through the establishment of a scientific and reasonable customer satisfaction evaluation system to further improve the service quality of power grid enterprises.Firstly,this paper studies the theory of customer satisfaction at home and abroad,and introduces the current mainstream theory of customer satisfaction.This part is the theoretical basis of customer satisfaction research in power supply enterprises.Then,according to the characteristics of power supply enterprises,China's customer satisfaction evaluation model is selected and a customer satisfaction evaluation system is established according to the business characteristics of Guangxi Power Grid Company.Then,the weights of all levels of indicators in the satisfaction evaluation system are calculated by network analytic hierarchy process,and then the fuzzy comprehensive evaluation is used.Finally,taking Guilin Power Supply Bureau as an example to verify the evaluation model selected in this paper,and put forward suggestions to improve the evaluation results of customer satisfaction,and formulate measures to improve the quality of power marketing services.