电力行业客户满意度测评与提升策略——基于山东青州供电公司的实地调查  

Customer Satisfaction Evaluation and Promotion Strategies of Power Industry:Based on the Field Survey of Shandong Qingzhou Power Supply Company

作　　者：李国伟[1] 周荣森[2] 

机构地区：[1]山东潍坊烟草有限公司,寿光262700 [2]中国海洋大学管理学院,青岛266071

出　　处：《价值工程》2015年第16期30-32,共3页Value Engineering

摘　　要：随着电力市场的建立和电力行业的发展,电力买方市场必将出现,电力行业急需树立"以客户满意度为核心"的营销观念,急需加强电力市场的需求侧管理。文章籍以科学的模式和方法测评客户整体满意度,并构建全面合理的电力行业客户满意度测评体系,在此基础上以山东青州供电公司为例,对当地居民客户和单位客户满意度进行了测评,提出了进一步提升电力行业客户整体满意度的策略。With the establishment of the electricity market and the development of electricity industry, the power buyerJs market will emerge, and the power industry need establish the marketing concept of ＂taking customer satisfaction as the core＂ and strengthen the electricity market demand side management urgently. This article applies scientific models and methods to evaluate the overall customer satisfaction and build a comprehensive and rational customer satisfaction evaluation system for power industry, evaluates the satisfaction of local residential customer~ and unit customer of Shandong Qingzhou Power Supply Company, and proposes the strategies to further enhance the overall customer satisfaction of power industry.

关 键 词：电力行业 客户满意度 需求侧管理 客户满意度指数 

分 类 号：F426[经济管理—产业经济]