【摘要】：在我國電力企業(yè)改革的新形勢下,本文通過深入分析闡述關(guān)系營銷學、客戶管理以及CRM等的相關(guān)理論,結(jié)合供電企業(yè)實際,建立了：以客戶為中心,建立了以服務(wù)質(zhì)量能力、服務(wù)質(zhì)量過程、服務(wù)質(zhì)量績效為變量的服務(wù)質(zhì)量評價指標體系模型,并使用服務(wù)質(zhì)量評價的新型工具—服務(wù)質(zhì)量指數(shù)來對服務(wù)質(zhì)量水平進行量化考量。最后,通過實證研究論證了服務(wù)質(zhì)量指數(shù)的有效性。指出：服務(wù)質(zhì)量指數(shù)是衡量包括供電企業(yè)在內(nèi)的服務(wù)性企業(yè)經(jīng)營實績的一個新的指標。編制服務(wù)質(zhì)量指數(shù),可促使服務(wù)性企業(yè)管理人員重視外部效率考核工作,管理人員高度重視顧客的消費經(jīng)歷,不斷提高本企業(yè)的服務(wù)質(zhì)量,才能在激烈的市場競爭中,不斷地提高本企業(yè)的競爭實力和經(jīng)濟效益。因此,提高服務(wù)質(zhì)量指數(shù),應該是包括供電企業(yè)在內(nèi)的服務(wù)性企業(yè)的一個重要經(jīng)營目標。 本文生成了評價服務(wù)質(zhì)量水平的指標——“服務(wù)質(zhì)量指數(shù)”。通過建立服務(wù)質(zhì)量體系模型生成了定量的綜合性指標——“服務(wù)質(zhì)量指數(shù)”(SQI)。從服務(wù)能力、過程實現(xiàn)、服務(wù)績效三方面生成服務(wù)能力指數(shù)、服務(wù)過程指數(shù)、服務(wù)績效指數(shù)。其功能：①可以判斷企業(yè)的服務(wù)質(zhì)量水平；②可以分析影響服務(wù)質(zhì)量水平的關(guān)鍵要素；③可以運用服務(wù)質(zhì)量指數(shù)進行橫向、縱向的比較。 居民用電服務(wù)質(zhì)量專項行動及提高客戶滿意度的具體實踐相結(jié)合,論述如何在現(xiàn)有形勢下對供電服務(wù)進行質(zhì)量管理,以便搞好供電服務(wù)質(zhì)量,提高經(jīng)濟效益,這具有普遍的借鑒意義。 本論文結(jié)合改進行動的實際情況,利用質(zhì)量管理的理論對供電服務(wù)中存在的問題種類、評估、以及提升辦法進行研究形成一整套具體的完整的實施方案,這套方案可操作性、客觀性和針對性很強,對實踐具有很強的指導意義。
[Abstract]:Under the new situation of the reform of electric power enterprises in our country, through in-depth analysis and elaboration of the related theories of relation marketing, customer management and CRM, combined with the reality of power supply enterprises, this paper establishes the following aspects: taking customers as the center, building up the ability of service quality, and so on. The index system model of service quality evaluation is based on the process of service quality and the performance of service quality. The quality of service index, a new tool of service quality evaluation, is used to quantitatively consider the level of service quality. Finally, the validity of service quality index is proved by empirical research. It is pointed out that the service quality index is a new index to measure the business performance of service enterprises, including power supply enterprises. The compilation of service quality index can urge managers of service enterprises to attach importance to external efficiency assessment, managers attach great importance to customers' consumption experience, and continuously improve the service quality of their enterprises, so as to be able to be in the fierce market competition. Constantly improve the competitive strength and economic benefits of the enterprise. Therefore, improving service quality index should be an important business objective of service enterprises, including power supply enterprises. This paper generates an index to evaluate the level of service quality-"quality of Service Index". Through the establishment of a service quality system model, a quantitative comprehensive index-"quality of Service Index" (SQI). Is generated. Service capability index, service process index and service performance index are generated from three aspects: service capability, process realization and service performance. Its function: 1 can judge the service quality level of the enterprise, 2 can analyze the key factors that influence the service quality level, 3 can use the service quality index to carry on the horizontal and the longitudinal comparison. Combined with the practice of improving customer satisfaction, this paper discusses how to manage the quality of power supply service under the present situation, in order to improve the quality of power supply service and improve the economic benefit. This has the universal reference significance. Combined with the actual situation of the improvement action, this paper uses the theory of quality management to study the types of problems existing in the power supply service, the evaluation, and the improvement methods to form a set of concrete and complete implementation schemes, which are operable. Objectivity and pertinence are very strong, and have a strong guiding significance to practice.
【學位授予單位】：華北電力大學
【學位級別】：碩士
【學位授予年份】：2013
【分類號】：F426.61

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