Research On Customer Satisfaction Improvement Strategies For HT Thermal Power Plants

In recent years,with the deepening of the reform and opening up,also began to accelerate the development of socialist market economy process,urban centralized heat supplying public service career as a relationship between the livelihood of the people also gradually open competition,the introduction of social folk capital,under the guidance of the government policies implemented expanded heating area,pilot "coal to gas" project,a series of measures such as demolition of large coal-fired boiler,promote realize the leapforward development of heating industry.Heating is related to the people's well-being index of the most basic industry,but also the country should invest in the development and transformation of the basic livelihood construction industry.Heating is related to the wellbeing of thousands of households,is related to social harmony and stability.As a public enterprise,heating industry not only undertakes the projects of national policies for the benefit of the people,but also determines the survival of heating enterprises in the severe competition environment.As the cogeneration enterprise with the longest history and the largest scale of central heating in H city,HT thermal power plant has a direct impact on the economic benefit and social image of the enterprise if customers are satisfied with the heating service.Therefore,it is the choice of the market and The Times to explore customers' demand for heat.Only when enterprises understand users' demand,provide customers with various services of higher standards,and establish a long-term mechanism for sustainable development,can they continuously meet the people's increasingly higher requirements on the quality of life and promote the healthy development of the heating industry.After reading and learning a large number of customer satisfaction theories and related literature,this paper adopted qualitative and quantitative empirical investigation and analysis methods to determine the research purpose,conducted in-depth research and literature analysis on the current research background,and sorted out the influence relations of various factors in the model in combination with the production and service status of HT thermal power plant.The research framework and structure of this paper are determined.The American customer satisfaction index model(ACSI model)was selected as the benchmark model for the customer satisfaction evaluation of HT thermal power plant.According to the theoretical characteristics of the six factors,the evaluation indexes applicable to the customer satisfaction of HT thermal power plant were constructed.This paper analyzes the main problems existing in the customer service management of thecompany,and puts forward the corresponding improvement strategies and methods.At present,the research on customer satisfaction is relatively rare in the urban central heating industry,and there is still a large space for the improvement of the traditional energy industry in the service field.This paper fills the heating in the industry for the blank in the research of customer satisfaction theory,on the current situation of customer satisfaction for HT thermal power plant,the system of qualitative and quantitative analysis of thermal power plant to HT at the same time improve customer satisfaction,improve the enterprise market competitiveness has made reasonable Suggestions and practical reference value for service.In addition,this result has certain reference significance to the whole municipal public service industry.