發(fā)布時間：2018-06-16 16:44

  本文選題：顧客滿意度 + 需求分類��； 參考：《江蘇科技大學》2013年碩士論文

【摘要】：隨著我國電力體制改革的不斷深化，電力市場逐漸由賣方市場轉變?yōu)橘I方市場。同時，社會經濟的不斷發(fā)展、人民生活水平的不斷提高使廣大電力顧客對電力質量的要求變得越來越高。面對這兩種改變，電力企業(yè)要想提高經營效益和維持或提高企業(yè)的利潤，就需要建立以顧客為中心的服務觀念、樹立以顧客滿意為核心的營銷觀念。對于企業(yè)來說，準確了解企業(yè)的服務水平、做好顧客滿意度工作、加強服務管理、發(fā)現(xiàn)服務的薄弱環(huán)節(jié)并采取有針對性的改進措施對于提升企業(yè)的服務能力以及企業(yè)自身的持續(xù)發(fā)展具有重要的意義。 對于電力企業(yè)來說，及時獲取關于顧客的第一手信息，切實把握顧客需求，并將其轉化為服務需求，進而實現(xiàn)顧客的滿意，最終確立以顧客滿意為核心的服務理念具有其必然性。 基于此，本文從顧客需求分類視角出發(fā)對電力企業(yè)顧客滿意度進行分析，通過閱讀文獻獲取顧客的服務需求要素，針對傳統(tǒng)Kano模型定性、沒有考慮顧客心理不確定性等缺陷，結合模糊理論設計了一種模糊Kano模型，以此來實現(xiàn)顧客需求分類的客觀性；基于模糊Kano模型的分類結果對不同細分市場的顧客滿意度進行分析，，為電力企業(yè)的服務改進提出有針對性的建議、措施。 上述研究可以幫助電力企業(yè)維持其顧客忠誠度，提升電力企業(yè)的核心競爭力，促進電力企業(yè)的可持續(xù)發(fā)展，同時，可以幫助電力企業(yè)在資源有限的條件下，整合資源進行優(yōu)化配置，實現(xiàn)利潤最大化。
[Abstract]:With the deepening of China's electric power system reform, the electricity market has gradually changed from the seller's market to the buyer's market. At the same time, with the development of social economy and the improvement of people's living standard, the demand of electric power quality is getting higher and higher. In the face of these two changes, if electric power enterprises want to improve their operating efficiency and maintain or increase their profits, they need to establish a customer-centered service concept and a marketing concept with customer satisfaction as the core. For enterprises, we should accurately understand the service level of enterprises, do a good job of customer satisfaction, and strengthen service management. It is of great significance to find out the weak links of service and take targeted improvement measures to improve the service ability of enterprises and the sustainable development of enterprises themselves. For electric power enterprises, they can get first-hand information about customers in time, grasp customer demand, and transform it into service demand, so as to realize customer satisfaction. Finally, the establishment of customer satisfaction as the core of the service concept has its inevitability. Based on this, this paper analyzes the customer satisfaction of electric power enterprises from the perspective of customer demand classification, obtains customer service demand elements by reading the literature, aiming at the qualitative analysis of traditional Kano model, does not take into account the customer psychological uncertainty and other defects. Combined with fuzzy theory, a fuzzy Kano model is designed to realize the objectivity of customer demand classification, and the classification results based on fuzzy Kano model are used to analyze the customer satisfaction of different segments of the market. Put forward targeted suggestions and measures for the service improvement of electric power enterprises. The above research can help electric power enterprises to maintain their customer loyalty, enhance their core competitiveness, and promote the sustainable development of power enterprises. At the same time, it can help power enterprises in the condition of limited resources. Integrate resources to optimize allocation to maximize profits.
【學位授予單位】：江蘇科技大學
【學位級別】：碩士
【學位授予年份】：2013
【分類號】：F426.61;F274

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本文編號：2027407