供电服务质量外部评价指标体系及模型研究  

Study on External Evaluation Index Systems and Model of Power Supply Service Quality

作　　者：周文瑜[1] 张敬岷[1] 

机构地区：[1]华北电力大学工商管理学院,北京102206

出　　处：《陕西电力》2009年第3期6-10,共5页Shanxi Electric Power

基　　金：国家自然科学基金重点资助项目(70771039)。

摘　　要：有效的客户满意度调查分析是供电企业在市场竞争中获胜的重要前提。如何利用先进、实用的方法对电力客户满意度进行评价以及如何利用评价结果进行服务的改进就成为企业现实而又亟待解决的问题。本文基于供电服务质量的评价维度设计了一套涵盖电力客户服务各业务流程的供电服务质量外部评价指标体系。综合考虑主客观因素对评价的影响,建立基于回归法和模糊熵值法的组合权重模型。最后对外部评价做了算例分析,验证了评价方法的有效性。Effective customer satisfaction analysis is an important prerequisite for power supply enterprises to win in competitive market. How to use an advanced and practical approach to evaluate the electricity customer satisfaction and how to improve the service using the evaluate results are the urgent problems to be solved. In this paper, an index system of services quality internal evaluation which covers all kinds of the electricity services business process is designed based on the evaluation dimension of power supply sen＇ices quality. And considering the objective and subjective factors, a weight determination model that combined the regression method and fuzzy entropy method is established. Finally, an example is made to prove the validity of the method.

关 键 词：供电企业 外部评价 回归法 模糊熵值法 

分 类 号：F4[经济管理—产业经济]