Research On Service Quality Improvement Of Yucheng Power Supply Company Based On Customer Satisfaction Survey

With the change and development of China’s electricity market,power supply companies have tried to change from monopoly mode to service mode gradually,and the overall operation environment has gradually developed from the traditional form of restricting and distributing electricity to the form of customer demand-oriented and convenient service,which makes the quality of electricity supply and service level directly become the key factors affecting the development and even survival of power companies.The assessment of power supply customer satisfaction can effectively help power supply companies find out the potential problems in their power supply services and the main reasons for low customer satisfaction and the impact on the quality of power business of the whole power supply enterprises.To help.Firstly,after in-depth research and qualitative discussion,the meaning and characteristics of service quality and customer satisfaction are explained,and the concepts of power supply service and power supply service quality are studied.The qualitative study of the relevant factors affecting the service level of electric power companies is made,which provides a theoretical basis for the establishment of the evaluation model of power supply companies.Secondly,based on the SERVQUAL model,a service evaluation system based on customer satisfaction was established in five dimensions: tangibility,reliability,responsiveness,assurance,and empathy,and the main problems of the electricity quality service system of Yucheng Power Supply Company were investigated in five dimensions using questionnaires and structural equation modeling.The evaluation model is analyzed and tested by using the validation methods related to structural equation modeling,and specific strategies are proposed to improve service quality based on two dimensions: business process service and power quality,so as to improve the accuracy and effectiveness of decision making for quality power supply service of Yucheng Power Supply Company.Finally,through a comprehensive evaluation and analysis of the contents related to service quality improvement based on customer satisfaction of Yucheng Power Supply Company,it is clearly concluded that the important influencing factors currently affecting service quality improvement and customer satisfaction of Yucheng Power Supply Company,i.e.,the factors related to empathy,responsiveness and tangibility are the most prominent,and based on the findings of the study and the actual situation of the company from two major levels of business services and electric energy services.Based on the findings of the study and the actual situation of the company,we will actively explore the paths that are more suitable for power supply companies to improve customer satisfaction and service level by subdividing into several small directions,so as to provide a certain positive impact on the improvement of quality services of Yucheng Power Supply Company and provide reference for the improvement and development of power supply service quality of power supply companies at the same and higher levels.