基于“业务属性—业务流程—服务接触”的供电业务服务质量评价  

Evaluation of service quality for power supply enterprises based on "service attributes,work flows,and interactive contacts"

作　　者：张毅[1] 周文瑜[1] 陈海燕[1] 曾鸣[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》2009年第2期339-342,共4页East China Electric Power

摘　　要：从"供电服务业务属性分析—具体业务流程分析—供电服务接触分析"三维分析角度建立了供电企业专项业务评价体系,采用因子分析法进行了实证分析,说明了具体评价过程,并证明了其有效性。给出了供电服务质量改进的方向及管理重点。通过此评价体系在国内某供电企业中的应用,对该地区供电服务质量改进提供了指导。The service quality evaluation system for power supply enterprises was constructed based on the three-dimensional analysis of ＂service attributes, work flows and interactive contacts＂. With the factor analysis method, demonstration of the system was analyzed to present the evaluation process. By using the system, the direction of service quality improvement could be obtained. Application of the system in a power supply enterprises proved the system effective.

关 键 词：供电企业 服务质量评价体系 SEVEQUAL 服务流程 服务接触 质量改进矩阵 

分 类 号：TM-9[电气工程] F407.61[经济管理—产业经济]