| Due to the requirements of market-oriented reforms in electric power industry,power supply companies have changed their roles from electricity production andmanagement companies into customer service-oriented companies. To improve thequality of electric power supply services is to improve the core competitiveness ofpower supply companies. The research and evaluation on power supply service qualityin Hunan Electric Power Company is crucial.Firstly, this paper studies the relevant literature and theories at home and abroad,summaries the main contents of electric power supply services, illustrates the conceptof electric power supply service quality and the composition of it, and analysis theexternal and internal environment of Hunan Electric Power Company and the variousweak points in its power supply service quality.Secondly, considering the features of electric power supply services of powersupply industry and in Hunan Electric Power Company, a power supply service qualityevaluating program based on Customer Satisfaction Index is designed. SynthesizingAmerican Customer Satisfaction Index Model (ACSI) and the China CustomerSatisfaction Index model (CCSI), the customer satisfaction evaluating model of HunanElectric Power Company is built. According to PZB Service Quality Gaps Model andits principle, the power supply service quality evaluating index system of HunanElectric Power Company is designed. Basing on SERVQUAL service qualityevaluating model and scale, the contents of survey is worked out and an empiricalresearch on the power supply service quality evaluating in Hunan Electric PowerCompany is conducted, through which, some weak links and shortages in corporateimage, quality of power supply, power supply service channels, service projects,service personnel and other aspects are found.Finally, some measures to improve and enhance power supply service quality forHunan Electric Power Company are presented. |
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