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

【摘要】：隨著我國(guó)電力體制改革的不斷深化，電力市場(chǎng)逐漸由賣方市場(chǎng)轉(zhuǎn)變?yōu)橘I方市場(chǎng)。同時(shí)，社會(huì)經(jīng)濟(jì)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(duì)電力質(zhì)量的要求變得越來(lái)越高。面對(duì)這兩種改變，電力企業(yè)要想提高經(jīng)營(yíng)效益和維持或提高企業(yè)的利潤(rùn)，就需要建立以顧客為中心的服務(wù)觀念、樹立以顧客滿意為核心的營(yíng)銷觀念。對(duì)于企業(yè)來(lái)說(shuō)，準(zhǔn)確了解企業(yè)的服務(wù)水平、做好顧客滿意度工作、加強(qiáng)服務(wù)管理、發(fā)現(xiàn)服務(wù)的薄弱環(huán)節(jié)并采取有針對(duì)性的改進(jìn)措施對(duì)于提升企業(yè)的服務(wù)能力以及企業(yè)自身的持續(xù)發(fā)展具有重要的意義。 對(duì)于電力企業(yè)來(lái)說(shuō)，及時(shí)獲取關(guān)于顧客的第一手信息，切實(shí)把握顧客需求，并將其轉(zhuǎn)化為服務(wù)需求，進(jìn)而實(shí)現(xiàn)顧客的滿意，最終確立以顧客滿意為核心的服務(wù)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(duì)電力企業(yè)顧客滿意度進(jìn)行分析，通過(guò)閱讀文獻(xiàn)獲取顧客的服務(wù)需求要素，針對(duì)傳統(tǒng)Kano模型定性、沒(méi)有考慮顧客心理不確定性等缺陷，結(jié)合模糊理論設(shè)計(jì)了一種模糊Kano模型，以此來(lái)實(shí)現(xiàn)顧客需求分類的客觀性；基于模糊Kano模型的分類結(jié)果對(duì)不同細(xì)分市場(chǎng)的顧客滿意度進(jìn)行分析，，為電力企業(yè)的服務(wù)改進(jìn)提出有針對(duì)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(chéng)度，提升電力企業(yè)的核心競(jìng)爭(zhēng)力，促進(jìn)電力企業(yè)的可持續(xù)發(fā)展，同時(shí)，可以幫助電力企業(yè)在資源有限的條件下，整合資源進(jìn)行優(yōu)化配置，實(shí)現(xiàn)利潤(rùn)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(xué)位授予單位】：江蘇科技大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：F426.61;F274

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