| China has been making new planning and adjustment to the electric power industry.At the same time,with the continuous innovation and expansion of the reform in the energy field,power supply enterprises also need to constantly improve and change themselves to adapt to the current market.Under the current situation,electricity customers,as consumers,hope to get more intimate,more convenient and more satisfactory services for electricity consumption just like purchasing other products.At the same time,in the current use of a variety of electricity,users according to their own situations in the actual use of a variety of different service requirements.Customer satisfaction has increasingly become the key to improve the core competitiveness of enterprises.In general,power supply companies,as enterprises,no longer have government functions,and are more inclined to service-oriented enterprises.Among them,the marketing business includes many professions that constitute the forefront position of power supply companies,and it is the first echelon to serve and contact with customers.Therefore,the accurate survey and research on the satisfaction of different customers is conducive to the development of marketing business.Meanwhile,the research results,in turn,are also helpful to provide better services for users,so as to timely understand the weak links existing in power supply enterprises.On the basis of referring to the same research methods and contents at home and abroad,this paper first puts forward several hypotheses about the factors that affect the satisfaction of residents according to the local situation,and selects the indicators that are in line with the actual characteristics of DL power supply companies according to the hypotheses and the indicators of previous satisfaction evaluation.The index system of corporate image,customer expectation,perceived value,perceived service quality,customer satisfaction and customer loyalty consists of 6 first-level indexes and18 second-level indexes.Secondly,taking DL power supply company as an example,this paper designs questionnaires to collect samples from different local regions,and then analyzes the overall satisfaction of DL power supply company with relevant statistical analysis methods.Thirdly,cross analysis is made on the influencing factors of customer satisfaction of DL power supply company.Then,empirical analysis is made by using structural equation model.The conclusions are as follows: corporate image has a positive impact on customer satisfaction;Corporate image has a positive impact on customer expectation.Corporate image has a positive impact on service quality perception.Corporate image has a positive impact on perceived value.Customer expectation has a positive effect on perceived value.Service quality perception has a positive impact on customer satisfaction;Service quality perception has a positive effect on perceived value.Perceived value has a positive impact on customer satisfaction;Customer satisfaction has a positive effect on customer loyalty.Customer expectation has a negative impact on customer satisfaction;Customer expectation has a negative effect on service quality perception.Finally,from the perspective of corporate image,customer expectation,perception of service quality,perception of value and other four aspects,targeted analysis of the current weak links and put forward improvement suggestions and measures. |
