本文選題：客戶滿意度　切入點：平衡計分卡　出處：《華北電力大學(xué)(北京)》2017年碩士論文　論文類型：學(xué)位論文

【摘要】：2015年3月,《關(guān)于進(jìn)一步深化電力體制改革的若干意見(中發(fā)[2015]9號)文》出臺,要求對電力行業(yè)進(jìn)行體制深化改革,其中,九號文提出要還原電力商品屬性,構(gòu)建市場化的電力市場,這在一定程度上會對國家電網(wǎng)公司及其下屬子公司構(gòu)成一定影響。通過分析可知,未來的電力市場必然是“以市場為導(dǎo)向,以客戶為中心”的新型電力市場,提高客戶滿意度是實現(xiàn)“以客戶為中心”目標(biāo)的重要手段。寧波供電公司作為電網(wǎng)企業(yè)與用戶關(guān)系的重要紐帶之一,如何提高客戶滿意度,提高電力市場份額,從而提高售電量,是寧波供電公司必須重視的工作之一。盡管目前對于客戶滿意度的研究眾多,但由于電網(wǎng)企業(yè)由于其自身特殊性,并沒有對電力客戶滿意度進(jìn)行深入研究,即使存在一些地區(qū)對電力客戶滿意度模型進(jìn)行了研究,但由于各地區(qū)間存在較大差異,所服務(wù)的客戶也存在很大的差異性,只有構(gòu)建適用于當(dāng)?shù)氐碾娏蛻魸M意度評價模型,才能真正服務(wù)于當(dāng)?shù)?幫助供電公司提高客戶滿意度,提高市場份額。通過對寧波供電公司客戶服務(wù)工作的多年經(jīng)驗總結(jié),結(jié)合客戶滿意度理論基礎(chǔ),探索了客戶滿意度模型在電力客戶滿意度中的評價應(yīng)用。論文整體可以分為五個部分,具體如下:第一,對論文的研究背景、意義進(jìn)行了闡述,并總結(jié)歸納國內(nèi)外在客戶滿意度模型方面的研究成果,提出論文的研究框架和研究思路;第二,對客戶滿意度的基本理論進(jìn)行概述,分別從客戶滿意度的定義、理論發(fā)展歷程以及常用的理論模型進(jìn)行概述,并對客戶滿意度的影響因素進(jìn)行了簡要分析;第三,以寧波供電公司為例,分析了當(dāng)前該供電公司的客戶滿意度現(xiàn)狀,對客戶投訴情況進(jìn)行了深入分析,包括統(tǒng)計分析等,并對標(biāo)優(yōu)秀企業(yè)管理辦法,進(jìn)行了差距分析;第四,以平衡計分卡為理論基礎(chǔ),構(gòu)建了“大營銷”體系下電力客戶滿意度評價指標(biāo)體系,以網(wǎng)絡(luò)層次分析法和模糊綜合評價法為理論基礎(chǔ),構(gòu)建了電力客戶滿意度評價模型,并設(shè)計了一套綜合評價流程;第五,以寧波供電公司下屬的某縣公司電力客戶為研究對象,通過收集數(shù)據(jù),并對基本數(shù)據(jù)進(jìn)行標(biāo)準(zhǔn)化處理,結(jié)合計算所得權(quán)重結(jié)果,對電力客戶滿意度進(jìn)行綜合評價,同時對評價結(jié)果進(jìn)行偏差分析,并提出相關(guān)改進(jìn)措施。
[Abstract]:In March 2015, several opinions on further deepening the reform of the electric power system (Zhongfa [2015] No. 9) were issued, which called for deepening the reform of the power industry. Building a market-oriented electricity market, to a certain extent, will have an impact on the State Grid Company and its subsidiaries. Through analysis, we can see that the future electricity market must be "market-oriented," In the new power market, how to improve the customer satisfaction is an important means to achieve the goal of "taking customer as the center". As one of the important ties between power grid enterprises and customers, Ningbo Power supply Company, how to improve customer satisfaction, It is one of the tasks that Ningbo Power supply Company must pay attention to to increase the market share of electricity and thus increase the electricity sales. Although there are many researches on customer satisfaction at present, because of its own particularity, the power grid enterprises, There is no in-depth research on power customer satisfaction, even though there are some regions to study the power customer satisfaction model, but there are great differences between the different regions, the customer service is also very different. Only by constructing the evaluation model suitable for local electric power customer satisfaction can we really serve the place, help the power supply company to improve the customer satisfaction and increase the market share, and sum up the experience of Ningbo Power supply Company's customer service work for many years. Combined with the theoretical basis of customer satisfaction, this paper explores the application of customer satisfaction model in power customer satisfaction evaluation. The whole paper can be divided into five parts: first, the research background and significance of the paper are described. And summarized the domestic and foreign research results in customer satisfaction model, put forward the research framework and research ideas; second, the basic theory of customer satisfaction is summarized, respectively from the definition of customer satisfaction, The history of theoretical development and common theoretical models are summarized, and the influencing factors of customer satisfaction are briefly analyzed. Thirdly, taking Ningbo Power supply Company as an example, the current situation of customer satisfaction of this power supply company is analyzed. Deeply analyzed the situation of customer complaints, including statistical analysis, and conducted gap analysis on the standard excellent enterprise management methods; 4th, based on the balanced scorecard as the theoretical basis, This paper constructs the power customer satisfaction evaluation index system under the "big marketing" system. Based on the network analytic hierarchy process (AHP) and fuzzy comprehensive evaluation method, it constructs the electric power customer satisfaction evaluation model, and designs a set of comprehensive evaluation process. In 5th, taking the electric power customer of a county company of Ningbo Power supply Company as the research object, through collecting the data, standardizing the basic data and combining the result of calculating the weight, the paper evaluates the power customer satisfaction synthetically. At the same time, the deviation of the evaluation results is analyzed, and the relevant improvement measures are put forward.
【學(xué)位授予單位】：華北電力大學(xué)(北京)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2017
【分類號】：F426.61;F274

【參考文獻(xiàn)】

相關(guān)期刊論文 前10條

1 田璐;;提升電力客戶滿意度的重要舉措[J];企業(yè)改革與管理;2017年06期

2 彭t，

本文編號：1607259