基于模糊熵综合评价法的供电服务质量对比分析  

Comparative Analysis of Power Supply Service Quality Based on Fuzzy-entropy Comprehensive Evaluation

作　　者：崔拓伟[1] 戚伟 曾鸣[1] 卢键明[1] 傅渝洁[1] 

机构地区：[1]华北电力大学工商管理学院,北京102206 [2]萧山供电局,浙江杭州311200

出　　处：《陕西电力》2009年第11期73-77,共5页Shanxi Electric Power

摘　　要：从用电客户的角度和供电企业自身服务过程与能力2个方面建立了对应的供电质量评价指标体系。利用模糊熵综合评价法分别对供电服务质量的内外部进行了评价,并做出综合对比,从而找出了供电企业实际的服务绩效与客户需求满意之间的差距。An index system for power supply service quality evaluation is constructed from two aspects of electricity customers and the service process ＆amp; ability of power supply enterprise.Fuzzy-entropy comprehensive evaluation is used to evaluate the power supply service quality from internal and external perspectives,based on which the disparity between customer demands satisfaction and the actual service performance is found out by comparative analysis.

关 键 词：供电企业 服务质量 模糊熵综合评价 

分 类 号：TM73[电气工程—电力系统及自动化] F426.61[经济管理—产业经济]