EP Company Customer Satisfaction Research

In 2017,the State Grid Corporation launched the “Work Plan for Stressing the Core Business Implementation of Slimming and Fitness to Promote the Reform and Development of Collective Enterprises”,aiming at deepening the reform of state-owned enterprises.EP company is a collective enterprise of State Grid Henan Electric Power Research Institute,providing professional power technology services for all power generation units.Although it integrates technology and talents,its business is of non-core business of State Grid Corporation,facing rectification and even liquidation.In order to comply with the development trend of the times,EP Company is acquired by HR Power Technology Research Institute and YN Holdings,becoming the Electric Power Research Institute of HR Power.Now that EP is in a competitive market environment,it must provide quality services to its customers in order to win customer satisfaction and bring more economic benefits to the company.To improving the customer satisfaction of EP company,this paper will cconstruct a suitable customer satisfaction index system for EP company.The customer satisfaction index system consists of three levels.The first level is EP company's customer satisfaction.The second level is enterprise image,customer expectation,product,service quality,project manager and cooperation prospects.The third level is generated on the basis of subdivision of the second level.In the secondary indicators,product,service quality and project manager representatives reflect customer perceived quality and perceived value,while cooperation prospects correspond to customer loyalty.In this paper,we collect customer evaluation data by questionnaire survey,using expert opinion method to determine the weight of indicators at all levels,and verifing the reliability and validity of the model,so as to obtain EP company's customer satisfaction.At last,this paper will put forward suggestions to improve customer satisfaction of EP company.