本文選題：供電企業(yè)　切入點(diǎn)：營(yíng)銷(xiāo)服務(wù)質(zhì)量管理體系　出處：《華北電力大學(xué)》2014年碩士論文　論文類(lèi)型：學(xué)位論文

【摘要】：以往,供電企業(yè)多被定義為生產(chǎn)企業(yè),而隨著電力市場(chǎng)的不斷完善與我國(guó)電力體制改革的逐漸深化,供電企業(yè)的服務(wù)特性逐漸體現(xiàn)出來(lái),越來(lái)越多的供電企業(yè)在營(yíng)銷(xiāo)工作中認(rèn)識(shí)到提升服務(wù)質(zhì)量的重要性。提升服務(wù)質(zhì)量對(duì)于供電企業(yè)來(lái)說(shuō)有著提升市場(chǎng)占有率,提高用戶(hù)滿(mǎn)意度,增加企業(yè)經(jīng)濟(jì)效益等多方面的意義。因而,建立起科學(xué)的營(yíng)銷(xiāo)服務(wù)質(zhì)量體系,對(duì)于供電企業(yè)的經(jīng)營(yíng)與發(fā)展來(lái)說(shuō)有著重要的現(xiàn)實(shí)意義。目前我國(guó)供電企業(yè)在營(yíng)銷(xiāo)服務(wù)質(zhì)量管理體系的建設(shè)中還存在一些不足之處,如營(yíng)銷(xiāo)服務(wù)質(zhì)量管理意識(shí)淡薄,營(yíng)銷(xiāo)服務(wù)模式滯后,服務(wù)質(zhì)量管理基礎(chǔ)薄弱,以及營(yíng)銷(xiāo)服務(wù)過(guò)程控制不利等等,亟需進(jìn)一步改進(jìn)。 鑒于此,本文在樹(shù)立和分析供電企業(yè)營(yíng)銷(xiāo)服務(wù)質(zhì)量管理相關(guān)理論的基礎(chǔ)上,以山西省大同供電分公司為例,對(duì)現(xiàn)代供電企業(yè)營(yíng)銷(xiāo)服務(wù)質(zhì)量管理工作中的不足進(jìn)行剖析,就如何建立和實(shí)施供電企業(yè)營(yíng)銷(xiāo)服務(wù)質(zhì)量管理體系提出了一系列思路和方法,并對(duì)改體系的運(yùn)行效益進(jìn)行了分析,認(rèn)為一個(gè)有效的營(yíng)銷(xiāo)服務(wù)質(zhì)量管理體系對(duì)于提升供電企業(yè)服務(wù)指標(biāo)、客戶(hù)滿(mǎn)意度和經(jīng)濟(jì)效益均有著顯著的效果。
[Abstract]:In the past, power supply enterprises were defined as production enterprises, but with the continuous improvement of power market and the deepening of China's power system reform, the service characteristics of power supply enterprises are gradually reflected. More and more power supply enterprises realize the importance of improving service quality in marketing work. Increase the economic benefits of enterprises and other aspects of significance. Therefore, establish a scientific marketing service quality system, It has important practical significance for the management and development of power supply enterprises. At present, there are still some deficiencies in the construction of marketing service quality management system in China's power supply enterprises, such as weak awareness of marketing service quality management. Marketing service mode lags behind, service quality management foundation is weak, and marketing service process control is unfavorable, so it needs to be further improved. In view of this, on the basis of establishing and analyzing the relevant theories of marketing service quality management in power supply enterprises, taking Datong Power supply Branch of Shanxi Province as an example, this paper analyzes the shortcomings of marketing service quality management in modern power supply enterprises. This paper puts forward a series of ideas and methods on how to establish and implement the marketing service quality management system of power supply enterprises, and analyzes the operating benefits of the reform system. It is considered that an effective marketing service quality management system has remarkable effect on improving service index, customer satisfaction and economic benefit of power supply enterprises.
【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(lèi)號(hào)】：F426.61;F274

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