基于负面清单管理模式的电力客户服务评价方法  

Custom service evaluation method based on negative-list management for electric power company

作　　者：刘志欣[1] 黄旭[1] 魏加项[1] 于亮[1] 叶晶晶[2] Liu Zhixin;Huang Xu;Wei Jiaxiang;Yu Liang;Ye Jingjing(State Grid Beijing Electric Power Company,Beijing 100031,China;School of Electrical Engineering,Beijing Jiaotong University,Beijing 100044,China)

机构地区：[1]国网北京市电力公司,北京100031 [2]北京交通大学电气工程学院,北京100044

出　　处：《电测与仪表》2018年第17期134-140,共7页Electrical Measurement & Instrumentation

基　　金：国网公司大数据资助项目(SGBJKF00YYJS1700140)

摘　　要：客户满意度反映客户期望值与客户体验的匹配程度,是评价客户服务质量的一个重要指标。构建了以RATER指数为核心的多层评价体系,提出了一种基于负面清单管理的客户满意度综合评价方法。RATER中五个指标的权重在主观赋权法确定初值的基础上,改进蚁群算法实现指标权重的自适应调整。该评价方法排除大量无效工单,极大地减少计算量,缩短了计算时间,非常适用于大数据分析系统。实例计算验证了提出的方法在电力服务满意度评价方面的实用性、有效性和对负面评价的敏感性。Customer satisfaction which reflects the matching degree between customer expectation and experience,is an important index to evaluate the quality of customer service.This paper constructs a multilayer evaluation system with RATER index as core,and proposes a comprehensive evaluation method of customer satisfaction based on negative list management.Initial values of the weights of five indexes in RATER are determined by the subjective weighting method,and then,are adjusted by improved ant colony algorithm.Because a large number of invalid worksheets are removed,thus the computation amount and computation time are dratically reduced.The method is very suitable for big data analysis system.Calculation results of actual example verify the practicability,effectiveness and sensitivity to the negative evaluation of the proposed method in the evaluation of electric power service satisfaction.

关 键 词：满意度评价 RATER指数 负面清单管理 主观赋权法 蚁群算法 

分 类 号：TM732[电气工程—电力系统及自动化]