The Research On Service Quality Improvement Of Power Supply Station In State Grid G Electric Power Supply Company

Power grid enterprises take the construction and operation of power grid as their core business and undertake the basic mission of providing strong power guarantee for economic and social development.Based on the natural monopoly of power grid itself,power grid in our country by the state grid and southern power grid construction in different areas of the two companies operate respectively,with the development of China’s economic construction,market economy gradually standard,industry monopoly pattern will be gradually break,attaches great importance to the customers,emphasis on service,marketing has gradually become the consensus of the electric power enterprise,the electric power enterprise’s marketing concept gradually formed.As the agency of the power supply company,the power supply station is the most basic and basic organizational unit of the State Grid Corporation of China,as well as the first-line production,operation and management unit of the county-level power supply enterprises.Regardless of size,but the management function is well-found,the effect is very important and special,is a county-level power supply enterprise safety in production,operation and management,the key of the power supply service,team building,is also the most major institutions at the county level power supply company service users,take the villages and towns line maintenance services,industry expansion pack table business,stop,sending service,grid service and the implementation of the power supply work.As the "tentacle" of power supply enterprises,grassroots power supply stations are of great significance and value.The basic power supply station mainly faces low-voltage users,so the user object studied in this thesis is mainly low-voltage users.This thesis takes the service quality of the power supply station of G County power supply Company as the research object,and on the basis of fully analyzing the evaluation of the current situation of power supply service quality,constructs the internal evaluation system and external evaluation system of power supply service quality,and combines the two evaluation systems.Once the external service quality evaluation,the main is to use the five dimensions of SERVQUAL model,including the tangibility,reliability,responsiveness,assurance,empathy,five dimensions,draw relevant the evaluation index of the power supply service,realize to the outside of the power supply service quality evaluation,about the actual level of the power supply service quality.The external evaluation data of power supply service quality mainly comes from questionnaire survey.The internal assessment of the service quality of the power supply station is mainly based on the analysis of the whole process of the power supply service business based on the index analysis of the professional department responsible for the management of the power supply station.Finally,combined with the investigation results,this thesis analyzes the problems and causes of the service management of power supply stations,and puts forward effective countermeasures and guarantee measures for the service quality of power supply stations.It is hoped that through the study of this thesis,the concept of power supply service quality management can be implemented into the details of specific power supply services of power supply stations,so as to effectively improve the power supply service quality of power supply stations themselves,meet the different requirements of power customers,and make the research on service quality evaluation of power supply stations develop and stride forward in a deeper direction.