基于电力细分业务抽样调查的客户满意度模型  

Customer Satisfaction Model Based on Sub Electric Business Sampling

作　　者：罗智超[1,2] 吴育青[3] 

机构地区：[1]厦门大学王亚南经济研究院,福建厦门361005 [2]厦门大学教育部"计量经济学"重点实验室,福建厦门361005 [3]广东电网公司深圳供电局,广东深圳518001

出　　处：《广东电力》2010年第11期64-66,101,共4页Guangdong Electric Power

基　　金：国家自然科学基金资助项目(70971113)

摘　　要：基于电力细分业务抽样调查的满意度模型,使用电力用户近3个月办理过的电力细分业务和美国客户满意度模型指标设计个性化问卷,并采用分层Neyman抽样方法、补抽算法和结构方程模型客户满意度指数算法测算电力企业各子业务的满意度测评得分。基于问卷调查数据结果,分析不同业务部门细分业务的满意度得分与客户期望之间的差距,为改进具体业务提供详细的解决方案,为电网公司实现持续提升客户满意度水平提供决策依据。The customer satisfaction model based on sub electric business sampling uses customers＇ sub electric business in past three months and the indices of American customer satisfaction model to design personalized questionnaire.It adopts hierarchical Neyman sampling,complemental sampling algorithm and algorithm of structural equation model customer satisfaction index（CSI） to evaluate customer satisfaction score of power enterprises＇ sub business.Based on the questionnaire data results,an analysis is made on the gap between different departments＇ sub business satisfaction score and the customers＇ expectations,thus providing a detailed solution to improve business service level and a decision-making basis for power grid corporations to get sustainable improvement on customer satisfaction.

关 键 词：客户满意度调查 抽样调查 结构方程模型 

分 类 号：C81[社会学—统计学]