本文選題：大慶油田電力集團 + 客戶滿意度��； 參考：《東北石油大學(xué)》2015年碩士論文

【摘要】：大慶油田電力集團隸屬于大慶油田有限責(zé)任公司。隨著油田經(jīng)濟社會的不斷發(fā)展和改革的不斷深入,油田電力集團也在不斷開拓市場,電力客戶日益增多,電力營銷服務(wù)工作越來越重要,而客戶滿意度就是衡量油田電力集團服務(wù)效果的綜合評價指標(biāo)。但是油田電力集團在這方面的工作存在不足,因此,本文以大慶油田電力集團客戶滿意度測評體系設(shè)計與應(yīng)用研究為題,具有一定的實踐意義和應(yīng)用價值。本文以大慶油田電力集團為研究對象,研究其客戶滿意度測評體系設(shè)計與應(yīng)用問題。首先,對國內(nèi)外相關(guān)研究文獻進行了述評,提出了研究內(nèi)容與思路;其次,對客戶滿意度及其測評理論進行了概述,作為論文研究的理論依據(jù);再次,結(jié)合大慶油田電力集團的特性,對大慶油田電力集團營銷基本情況進行了梳理,對影響大慶油田電力集團客戶滿意度的因素進行了剖析;在此基礎(chǔ)上,構(gòu)建了由測評指標(biāo)及其權(quán)重和評價模型組成的客戶滿意度測評體系;并對大慶油田電力集團進行了實證分析;最后,根據(jù)測評結(jié)果進行分析并提出整改措施。通過對大慶油田電力集團客戶滿意度測評體系的設(shè)計與應(yīng)用研究,從而幫助大慶油田電力集團發(fā)現(xiàn)供電服務(wù)中存在的問題、影響客戶滿意度因素,從而更有針對性地進行改進,進一步提高油田電力企業(yè)的供電服務(wù)質(zhì)量。
[Abstract]:Daqing Oilfield Electric Power Group belongs to Yu Daqing Oilfield Co., Ltd. With the continuous development of oil field economy and society and the deepening of reform, the electric power group of oil field is also continuously developing the market, the electric power customer is increasing day by day, the electric power marketing service work is becoming more and more important. And customer satisfaction is the comprehensive evaluation index to measure the service effect of oilfield electric power group. But the work of oilfield electric power group in this respect is insufficient, therefore, this paper takes the design and application research of customer satisfaction evaluation system of Daqing oilfield electric power group as the topic, which has certain practical significance and application value. This paper studies the design and application of customer satisfaction evaluation system in Daqing Oilfield Electric Power Group. First of all, the domestic and foreign related research literature is reviewed, and the research contents and ideas are put forward. Secondly, the customer satisfaction and its evaluation theory are summarized as the theoretical basis of the paper. Combined with the characteristics of Daqing Oilfield Electric Power Group, the basic marketing situation of Daqing Oilfield Electric Power Group is combed out, and the factors influencing the customer satisfaction degree of Daqing Oilfield Power Group are analyzed. The evaluation system of customer satisfaction is constructed, which is composed of the evaluation index, its weight and evaluation model; and the empirical analysis of Daqing Oilfield Power Group is carried out. Finally, according to the evaluation results, the author analyzes and puts forward the corrective measures. Through the research on the design and application of the customer satisfaction evaluation system of Daqing Oilfield Electric Power Group, it can help Daqing Oilfield Power Group to find out the problems existing in the power supply service, to influence the factors of customer satisfaction, and to improve the system more pertinently. Further improve the power supply service quality of oil field electric power enterprises.
【學(xué)位授予單位】：東北石油大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2015
【分類號】：F426.61;F274

【參考文獻】

相關(guān)期刊論文 前1條

1 宋德潤;;熱電企業(yè)大客戶滿意度的實證研究[J];價值工程;2009年11期

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本文編號：1964180