| With the deepening of electricity market reform,more and more electricity sales companies have been established and participated in the electricity market.This is both a challenge and an opportunity for power supply companies.On the one hand,the huge customer base accumulated by power supply enterprises for many years will inevitably be partially lost;on the other hand,the fierce market competition will help power supply enterprises to continuously improve service quality.In order to maintain a competitive advantage,power supply companies attach great importance to improving customer satisfaction.The electric power business hall is the publicity window of the power supply enterprise,and plays a pivotal role in enhancing the brand image of the power supply enterprise.This thesis makes an in-depth analysis of the influencing factors of the service quality of the electric power business hall,and formulates the operation strategy accordingly.The main research contents are as follows:First of all,this thesis analyzes the factors that affect the customer satisfaction of electric power business halls and their weight factors.By consulting relevant literature,13 customer satisfaction indicators including "number of open windows" and "efficiency of staff handling business" were constructed.Further,a questionnaire survey was carried out in the electric power business hall,and the collected data were sorted and counted,and reliability and validity analysis were carried out.Finally,using SPSSAU software to use factor analysis to get the weight factors of each satisfaction index.Secondly,research on the forecasting method of passenger flow.Collect the passenger flow data of a power business hall for half a year,and sort out the training set data samples and the test set data samples.Based on the xgboost algorithm,build a passenger flow prediction model.By analyzing the model prediction results,it is verified that the model has good performance.Then,according to the knowledge of statistics and probability theory,the counter window queuing model and the self-service business queuing model are established respectively.The comparative analysis with the actual data shows that the model has high accuracy,which can provide a reference for the formulation of optimization strategies.Finally,combined with the passenger flow prediction model and the queuing model of the electric power business hall,the four factors of "number of windows opened","acceptor’s business proficiency","waiting time for number pick-up" and "self-service equipment" have the greatest impact on customer satisfaction factor,and propose optimal operation countermeasures.This thesis establishes an evaluation index system for service quality of electric power business halls,and provides models and methods for the optimal operation of business halls,which has reference value for improving service quality of electric power business halls of power supply enterprises. |
