供电企业客户满意度测评体系及应用  

Application of power customer satisfaction evaluation index systems

作　　者：周文瑜[1] 陈海燕[1] 曾鸣[1] 贾俊国[1] 

机构地区：[1]华北电力大学工商管理学院,北京102206

出　　处：《华东电力》2008年第8期137-140,共4页East China Electric Power

摘　　要：结合中国供电企业的特点,建立了中国供电企业客户满意度评价指标体系和模型,通过实地调研获取数据,采用PLS方法,用SAS软件,对评价模型进行了验证。在城市供电企业服务过程中的应用表明,该体系和模型对供电服务质量改进提供了一定参考。A power customer satisfaction evaluation index system and relevant models were designed with consideration of features of Chinese power supply companies and were validated by practical data and SAS software. Application in urban power supply companies shows that the system and models are helpful to power supply service quality improvement.

关 键 词：供电企业 客户满意度 路径系数分析 SAS-CALIS 

分 类 号：TM-9[电气工程] F407.61[经济管理—产业经济]