油气安全监督企业用户满意度测评研究  

Research on consumer satisfaction measurement of safety supervision enterprises for Chinese oil and natural gas fields

作　　者：南剑飞[1] 赵丽丽[2] 张鹏[3] 董亚妮[4,5] 

机构地区：[1]四川大学西南石油大学 [2]西南石油大学资源环境学院 [3]西南石油大学建筑工程学院 [4]成都理工大学 [5]四川大学工商管理学院

出　　处：《上海管理科学》2008年第6期29-32,共4页Shanghai Management Science

基　　金：国家社会科学基金项目(06XJY003);四川省哲学社科规划重点项目(08A15);四川省教育厅人文社科重点研究基地-四川理工学院中国盐文化研究中心资助(YWHY08-01);西南石油大学校级科技基金资助;西南石油大学中青年骨干教师资助。

摘　　要：买方市场条件下,用户满意度成为现代企业真正的生命线。油气安全监督企业作为重组后的专业化机构,其本质上提供的是一种技术服务,其服务质量始于用户需求,终于用户满意。我国油气安全监督企业开展用户满意度测评,不仅有助于树立安全监督服务意识,提高安全监督服务质量,减少和杜绝安全事故发生,从而更好地满足用户需求,创造更多的客户价值,而且有助于改善和构建和谐的客户关系,树立良好形象,改进质量管理体系,增强竞争力,实现安全监督企业的可持续发展。本文在强调这一重要性的基础上,分析了其测评目的,确立了以安全监督品质、安全监督能力、安全监督履职和企业监管形象为主要因素的测评体系,着重论述了测评方法即加权平均法,并结合具体案例予以说明,最后指出了测评中应注意的若干问题,为加强和改善安全监督企业经营管理,提高用户满意度和忠诚度,提升经济效益与社会效益,实现安全生产和促进社会和谐提供新思路。Under the condition of buyer-market, CSD namely Consumer Satisfaction Degree, is the real life line for modern enterprises. As a recombined and special organization, Safety Supervision Enterprise for Chinese Oil and Natural Gas Fields is an organization of technology service in essence, which means that its service quality begins with consumer demand end with consumer satisfaction. It is not only beneficial to build up service awareness of safety supervision, improve the quality of safety supervision service, reduce and stop accident events so as to better meet with the consumers demands and create more Customer Value, but also to improve and establish the harmonious consumer relationship, set up the fine corporate identity, improve on its management system, boost up its competition competence and realize the sustained development of Safety Supervision Enterprise for Chinese Oil and Natural Gas Fields. On the ground of stressing the importance of measuring and appraising Consumer Satisfaction Degree on Safety Supervision Enterprise for Chinese Oil and Natural Gas Fields, the paper analyzes its purposes, establishes its measuring system including main factors such as safety supervision trait, safety supervision ability, safety supervision performance and corporate identity, thoroughly discusses its method namely weight average method with a definite example to explain. Eventually it points out relevant problems that should be noticed in order to give a new hint to strengthening and impro- ving its operation and management, raising its Consumer Satisfaction Degree and Consumer Loyalty Degree, increasing economic benefits as well as social benefits, realizing safety production and promoting the harmoniousness of the our society.

关 键 词：安全监督 用户满意度 测评体系 石油企业 企业管理 

分 类 号：F724.746[经济管理—产业经济] X92[环境科学与工程—安全科学]