本文關(guān)鍵詞：基于提高客戶滿意度的供電服務(wù)營銷策略研究　出處：《華南理工大學(xué)》2015年碩士論文　論文類型：學(xué)位論文

  更多相關(guān)文章： 客戶滿意度 供電服務(wù) 系統(tǒng)工程 八項(xiàng)能力策略

【摘要】：電力作為國民經(jīng)濟(jì)的基礎(chǔ)產(chǎn)業(yè)之一,電力供應(yīng)關(guān)系到千家萬戶,電力行業(yè)與社會生產(chǎn)、生活密切相關(guān),其服務(wù)質(zhì)量對供電企業(yè)的生存和發(fā)展具有十分重要的意義。特別是近年來,隨著社會經(jīng)濟(jì)的不斷發(fā)展,更深深感受到廣大客戶對電力供應(yīng)、電能質(zhì)量以及服務(wù)質(zhì)量提出了更高的要求。而服務(wù)質(zhì)量是供電企業(yè)打造服務(wù)品牌、拓展消費(fèi)市場、保持持續(xù)發(fā)展的根本途徑,供電企業(yè)如何持續(xù)改進(jìn)電力服務(wù)營銷策略,滿足客戶日益增長的服務(wù)需要,是其生存的根本。本文從服務(wù)營銷理論出發(fā),根據(jù)電力行業(yè)客戶滿意度測評指標(biāo)體系及其在電力行業(yè)的應(yīng)用方法,針對電力行業(yè)客戶滿意度的提升需求,以肇慶供電局為實(shí)例研究對象,運(yùn)用供電客戶滿意度八大方面服務(wù)體驗(yàn)點(diǎn),通過對客戶滿意度分析,找到了不同客戶的滿意因素,并了解到了他們對這些因素的滿意程度,從而提出八項(xiàng)能力策略有效措施,構(gòu)建客戶全方位服務(wù)體系,實(shí)行推廣應(yīng)用。本文重點(diǎn)論述了構(gòu)建多維度、多層面的客戶滿意度測評體系、客戶全方位服務(wù)體系,提出有效提升客戶滿意度的供電服務(wù)管理策略組合,組成一項(xiàng)系統(tǒng)工程,旨在對提升該供電局客戶滿意度有所助益,并希冀能對我國電力行業(yè)的更廣闊領(lǐng)域的研究起到拋磚引玉的作用。
[Abstract]:As one of the basic industries of national economy, electric power supply is related to thousands of households. The power industry is closely related to social production and life. Its service quality is of great significance to the survival and development of power supply enterprises, especially in recent years, with the continuous development of social economy, the majority of customers deeply feel the power supply. Power quality and service quality put forward higher requirements, and service quality is the fundamental way for power supply enterprises to build service brand, expand consumer market and maintain sustainable development. How to continuously improve the power service marketing strategy to meet the increasing service needs of customers is the basis of the survival of power supply enterprises. This paper starts from the theory of service marketing. According to the power industry customer satisfaction evaluation index system and its application in the power industry, aimed at the power industry customer satisfaction promotion needs, Zhaoqing Power supply Bureau as an example research object. Through the analysis of customer satisfaction, we find out the satisfaction factors of different customers, and understand their satisfaction degree to these factors. Thus put forward eight effective measures to build a comprehensive customer service system, the implementation of the application. This paper focuses on the construction of a multi-dimensional, multi-level customer satisfaction evaluation system. Customer omnidirectional service system, put forward the effective improvement of customer satisfaction of the power supply service management strategy combination, constitute a system engineering, in order to improve the customer satisfaction of the power supply bureau. And hope to be able to play a role in the broader field of research in China's electric power industry.
【學(xué)位授予單位】：華南理工大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2015
【分類號】：F426.61;F274

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本文編號：1370789