Research On Service Quality Evaluation Of Major Customers Of AN Power Supply Bureau

The deepening of the new power reform has accelerated the formation of the market pattern of "buying more and selling more".The loss of local power supply units at monopoly position in the past need to re-examine their market ability.Among them,the quality of service for major customers is the power supply company's retention of major customers.The key to its large orders is that power supply companies promptly change the solidified marketing and service methods that have been formed in the seller's market situation in a timely manner,focus on improving the quality of service for major customers,and deeply explore the differentiated service needs of major customers.It is the way for enterprises to win without losing their competitiveness and keeping vitality forever.The research selected the AN Power Supply Bureau,which is also located in the industrial clusters of industrial enterprises,as the research object.The comprehensive evaluation of the service quality of the AN Power Supply Bureau's major customers is conducive to the AN Power Supply Bureau's establishment of major customer service awareness,optimization of major customer service procedures,and improvement Key customer service management system to improve customer service quality satisfaction.First of all,this article takes the related research theories and research results of customer quality evaluation as the basic research framework.On this basis,it integrates the theoretical concepts related to the evaluation of electric power customer service,mainly including relationship marketing,customer loyalty,and customer loyalty in modern marketing theories.Customer satisfaction,customer value,and other content related to customer service.Then,based on the previous literature collation and data analysis of the power supply bureau,the current situation of the major customer service of the AN power supply bureau was sorted,and the managers of various levels and some major customers were interviewed,and it was found that the current AN power supply bureau had a sense of service.The practical problems of thinness,insufficient marketing level and cumbersome business processes.In the fourth chapter,an evaluation index was constructed for the service quality of major customers of AN Power Supply Bureau,and the weight of each index was determined using questionnaires,interviews,analytic hierarchy process,and fuzzy comprehensive analysis,and the current level of service quality of major customers was calculated..Based on the weaknesses of the AN Power Supply Bureau's key customer services,in Chapter 5,we put forward optimization countermeasures and suggestions: Strengthen power safety management,ensure key customer power quality,enrich electricity fee payment methods,build diversified electricity price packages,strengthen consulting service management,and build a sound Social image,enhance staff service awareness,and improve complaint management mechanism.The research results not only enrich the field of service quality evaluation in the electric power industry,but also help local power supply bureaus to better understand the key points of service for key customers,thereby prompting local power supply bureaus to optimize key nodes of power supply services and solidly improve key customer service processes The management system and mechanism ensure the rapid improvement of power supply service quality to meet the ever-changing market demand changes in the power market and the increasingly urgent needs of large customers for personalized and customized power supply services.In the end,local power supply bureaus can achieve a balance and unification of solid fulfillment of social responsibilities and expansion of market share,and can also provide relevant reference and guidance value in management for power supply companies that target customer groups like AN Power Supply Bureau,which are mostly industrial customers.