發(fā)布時(shí)間：2018-01-18 10:07

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

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

【摘要】：在社會(huì)主義事業(yè)建設(shè)中,電力行業(yè)是國(guó)家經(jīng)濟(jì)不斷發(fā)展的基礎(chǔ)行業(yè)和非常重要的社會(huì)公共事業(yè),對(duì)社會(huì)的發(fā)展起著非常關(guān)鍵的支撐作用。隨著國(guó)家經(jīng)濟(jì)的進(jìn)一步市場(chǎng)化,電力行業(yè)逐漸發(fā)展成為時(shí)刻面臨著社會(huì)上的輿論和監(jiān)督的行業(yè),是社會(huì)和政府強(qiáng)化關(guān)注的重點(diǎn)行業(yè),我國(guó)電力市場(chǎng)體制改革也在不斷實(shí)施,激烈競(jìng)爭(zhēng)的電力市場(chǎng)格局正在進(jìn)一步形成。因此用電客戶應(yīng)該作為供電企業(yè)的主動(dòng)服務(wù)的對(duì)象。黨的十八大以來(lái),提倡為百姓解決實(shí)際的困難問(wèn)題,提出了中國(guó)夢(mèng)的強(qiáng)國(guó)思路。供電企業(yè)不僅屬于國(guó)有企業(yè),還是社會(huì)公用事業(yè)的基礎(chǔ),是國(guó)家經(jīng)濟(jì)發(fā)展和人民安居樂(lè)業(yè)的基石,這就決定了供電企業(yè)必須擔(dān)當(dāng)公共事業(yè)的社會(huì)責(zé)任,提供高效的電能和優(yōu)質(zhì)的服務(wù),為全社會(huì)的經(jīng)濟(jì)發(fā)展和人民生活水平的不斷提高做出貢獻(xiàn)。供電服務(wù)質(zhì)量已經(jīng)成為未來(lái)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(píng)價(jià)等相關(guān)文獻(xiàn)的基礎(chǔ)上,以服務(wù)質(zhì)量差距模型、SERVQUAL測(cè)評(píng)量表為理論基礎(chǔ),根據(jù)臨汾供電公司服務(wù)的特點(diǎn),分別從不同方面的環(huán)境來(lái)描述供電服務(wù)的宏觀環(huán)境,并且對(duì)臨汾市供電服務(wù)質(zhì)量的現(xiàn)狀進(jìn)行了比較深入的調(diào)查,發(fā)現(xiàn)存在的問(wèn)題,為后續(xù)改進(jìn)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(píng)價(jià)體系和內(nèi)部評(píng)價(jià)體系,并把二者結(jié)合形成完整的服務(wù)質(zhì)量評(píng)價(jià)體系,同時(shí)對(duì)供電服務(wù)質(zhì)量評(píng)價(jià)體系進(jìn)行了實(shí)證分析,把臨汾供電公司供電服務(wù)質(zhì)量進(jìn)行綜合評(píng)價(jià)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(jìn)供電服務(wù)措施,加強(qiáng)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(duì)在供電服務(wù)質(zhì)量評(píng)價(jià)過(guò)程中出現(xiàn)的問(wèn)題,本文提出了加強(qiáng)供電服務(wù)員工管理與培訓(xùn)、推動(dòng)供電企業(yè)的電力技術(shù)的改革、構(gòu)建科學(xué)的供電服務(wù)質(zhì)量管理體系和建立供電服務(wù)補(bǔ)救機(jī)制等措施。本研究對(duì)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(shí)為有關(guān)行業(yè)的服務(wù)質(zhì)量研究和評(píng)價(jià)提供了借鑒,對(duì)服務(wù)行業(yè)的質(zhì)量改善和提高起到了促進(jìn)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(xué)位授予單位】：華北電力大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2014
【分類號(hào)】：F426.61

【參考文獻(xiàn)】

相關(guān)期刊論文 前10條

1 周文瑜;劉琳;陳海燕;曾鳴;張艷馥;;基于服務(wù)藍(lán)圖技術(shù)的供電服務(wù)質(zhì)量外部評(píng)價(jià)[J];電力需求側(cè)管理;2009年03期

2 曾鳴;周文瑜;韓英豪;賈俊國(guó);;供電服務(wù)質(zhì)量綜合評(píng)價(jià)體系及其軟件系統(tǒng)設(shè)計(jì)[J];電網(wǎng)技術(shù);2007年S2期

3 霍映寶;徐莉;吳國(guó)英;;供電行業(yè)用戶滿意度模型構(gòu)建及實(shí)證研究[J];管理學(xué)報(bào);2009年12期

4 陳靜;供電企業(yè)服務(wù)質(zhì)量評(píng)價(jià)模型及實(shí)證研究[J];沈陽(yáng)航空工業(yè)學(xué)院學(xué)報(bào);2005年01期

5 陳瑞霞,王文君;SERVQUAL在我國(guó)飯店服務(wù)質(zhì)量評(píng)價(jià)中的應(yīng)用[J];北京第二外國(guó)語(yǔ)學(xué)院學(xué)報(bào);2005年03期

6 張艷馥;薛紅;;供電企業(yè)服務(wù)質(zhì)量管理模式與策略[J];東北電力技術(shù);2007年03期

7 葛社倫;龍生平;張立榮;張雁;楊超;;我國(guó)電力需求側(cè)管理存在的問(wèn)題及對(duì)策研究[J];科技創(chuàng)業(yè)月刊;2009年07期

8 黃國(guó)青;張會(huì)云;;基于SERVQUAL的信息系統(tǒng)服務(wù)質(zhì)量評(píng)價(jià)研究[J];科學(xué)學(xué)與科學(xué)技術(shù)管理;2007年10期

9 秦然;;淺析供電企業(yè)客戶服務(wù)質(zhì)量綜合評(píng)價(jià)[J];內(nèi)蒙古電力技術(shù);2008年05期

10 趙志剛;;新時(shí)期電力營(yíng)銷與客戶關(guān)系解讀[J];科技創(chuàng)業(yè)家;2013年23期

，

本文編號(hào)：1440471