本文關(guān)鍵詞：臨汾地區(qū)供電服務(wù)質(zhì)量的評價　出處：《華北電力大學》2014年碩士論文　論文類型：學位論文

  更多相關(guān)文章： 供電公司 服務(wù)質(zhì)量 綜合評價

【摘要】：在社會主義事業(yè)建設(shè)中,電力行業(yè)是國家經(jīng)濟不斷發(fā)展的基礎(chǔ)行業(yè)和非常重要的社會公共事業(yè),對社會的發(fā)展起著非常關(guān)鍵的支撐作用。隨著國家經(jīng)濟的進一步市場化,電力行業(yè)逐漸發(fā)展成為時刻面臨著社會上的輿論和監(jiān)督的行業(yè),是社會和政府強化關(guān)注的重點行業(yè),我國電力市場體制改革也在不斷實施,激烈競爭的電力市場格局正在進一步形成。因此用電客戶應(yīng)該作為供電企業(yè)的主動服務(wù)的對象。黨的十八大以來,提倡為百姓解決實際的困難問題,提出了中國夢的強國思路。供電企業(yè)不僅屬于國有企業(yè),還是社會公用事業(yè)的基礎(chǔ),是國家經(jīng)濟發(fā)展和人民安居樂業(yè)的基石,這就決定了供電企業(yè)必須擔當公共事業(yè)的社會責任,提供高效的電能和優(yōu)質(zhì)的服務(wù),為全社會的經(jīng)濟發(fā)展和人民生活水平的不斷提高做出貢獻。供電服務(wù)質(zhì)量已經(jīng)成為未來臨汾供電公司發(fā)展的有力保障。 本文在關(guān)于服務(wù)質(zhì)量、供電服務(wù)質(zhì)量和服務(wù)質(zhì)量評價等相關(guān)文獻的基礎(chǔ)上,以服務(wù)質(zhì)量差距模型、SERVQUAL測評量表為理論基礎(chǔ),根據(jù)臨汾供電公司服務(wù)的特點,分別從不同方面的環(huán)境來描述供電服務(wù)的宏觀環(huán)境,并且對臨汾市供電服務(wù)質(zhì)量的現(xiàn)狀進行了比較深入的調(diào)查,發(fā)現(xiàn)存在的問題,為后續(xù)改進服務(wù)質(zhì)量的研究打下良好的基礎(chǔ)。結(jié)合臨汾供電公司的現(xiàn)狀,分別從用電客戶和供電公司自身的角度構(gòu)建了服務(wù)質(zhì)量外部評價體系和內(nèi)部評價體系,并把二者結(jié)合形成完整的服務(wù)質(zhì)量評價體系,同時對供電服務(wù)質(zhì)量評價體系進行了實證分析,把臨汾供電公司供電服務(wù)質(zhì)量進行綜合評價結(jié)果及分析。分析結(jié)果表明,臨汾供電公司服務(wù)質(zhì)量整體水平良好,但還存在一定的差距。這就需要臨汾供電企業(yè)不斷改進供電服務(wù)措施,加強供電服務(wù)工作入員的管理,建立健全供電服務(wù)的管理制度與工作規(guī)范,努力提升供電服務(wù)工作的滿意度,為臨汾電力行業(yè)的發(fā)展增添一份力量。 針對在供電服務(wù)質(zhì)量評價過程中出現(xiàn)的問題,本文提出了加強供電服務(wù)員工管理與培訓(xùn)、推動供電企業(yè)的電力技術(shù)的改革、構(gòu)建科學的供電服務(wù)質(zhì)量管理體系和建立供電服務(wù)補救機制等措施。本研究對臨汾供電公司供電服務(wù)質(zhì)量水平的提升有很重要意義,同時為有關(guān)行業(yè)的服務(wù)質(zhì)量研究和評價提供了借鑒,對服務(wù)行業(yè)的質(zhì)量改善和提高起到了促進最用。
[Abstract]:In the socialist construction, the electric power industry is the national economic development of the basic industry and a very important social public utilities. With the further marketization of the national economy, the electric power industry has gradually developed into an industry facing the public opinion and supervision in the society. It is the key industry that the society and the government pay more attention to, and the reform of the electric power market system in our country is also being carried out continuously. The fierce competition of the electric power market is forming further. Therefore, the customers should be the active service object of the power supply enterprises. Since the 18 Congress of the CPC, it has been advocated to solve the practical difficult problems for the common people. This paper puts forward Chinese Dream's thinking of strengthening the country. Power supply enterprises are not only state-owned enterprises, but also the foundation of social public utilities, which is the cornerstone of national economic development and people living and working in peace and contentment. This determines that power supply enterprises must bear the social responsibility of public utilities to provide efficient electricity and quality services. It contributes to the economic development of the whole society and the continuous improvement of the people's living standard. The quality of power supply service has become a strong guarantee for the development of Linfen Power supply Company in the future. On the basis of the relevant literature on service quality, power supply service quality and service quality evaluation, this paper takes the service quality gap model and SERVQUAL as the theoretical basis. According to the service characteristics of Linfen Power supply Company, the macro environment of power supply service is described from different aspects, and the current situation of power supply service quality in Linfen City is investigated in depth. Find out the existing problems, for the follow-up research to improve the quality of service to lay a good foundation, combined with Linfen power supply company's current situation. The external evaluation system and internal evaluation system of service quality are constructed from the perspective of power customers and power supply companies, and the two systems are combined to form a complete service quality evaluation system. At the same time, the evaluation system of power supply service quality is empirically analyzed, and the comprehensive evaluation results and analysis of power supply service quality of Linfen Power supply Company are carried out. The results show that the overall level of service quality of Linfen Power supply Company is good. However, there is still a certain gap, which requires Linfen power supply enterprises to constantly improve the power supply service measures, strengthen the management of power supply service workers, establish and improve the power supply service management system and work standard. Strive to improve the satisfaction of power supply services, Linfen power industry development to add a force. In view of the problems in the process of power supply service quality evaluation, this paper proposes to strengthen the management and training of power supply service staff to promote the reform of power technology in power supply enterprises. This study is of great significance to the improvement of power supply service quality level in Linfen Power supply Company. At the same time, it provides reference for the research and evaluation of service quality in related industries, and promotes the improvement of service quality.
【學位授予單位】：華北電力大學
【學位級別】：碩士
【學位授予年份】：2014
【分類號】：F426.61

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本文編號：1440471