本文選題：服務(wù)質(zhì)量 + 顧客滿意�。� 參考：《揚(yáng)州大學(xué)》2014年碩士論文

【摘要】：隨著電力體制的深化改革,供電企業(yè)要拓寬電力市場、增加供電量、提高經(jīng)營效益,必須轉(zhuǎn)變觀念,建立以客戶需求為導(dǎo)向的營銷機(jī)制,樹立以客戶滿意為核心的市場營銷觀念；同時,隨著人民生活質(zhì)量的不斷提高和國民經(jīng)濟(jì)的快速發(fā)展,社會各界對電的依賴程度和期望值日益提高,供電企業(yè)作為公共服務(wù)行業(yè),必須履行社會責(zé)任,政府及國網(wǎng)、江蘇省電力公司對縣級供電企業(yè)服務(wù)質(zhì)量的考核越來越嚴(yán),并把客戶滿意度作為檢驗(yàn)供電服務(wù)質(zhì)量的重要方面,客戶滿意度是體現(xiàn)供電企業(yè)社會形象的重要指標(biāo)；雖然過去的幾年,供電企業(yè)已采取了一系列措施努力提升客戶滿意度,但局限于意識層面和活動層面,缺乏系統(tǒng)和完整的研究,尚未有優(yōu)秀的理論支持。因此,探究一個適合于縣級供電企業(yè)客戶滿意度的研究模型,并利用此模型找出影響客戶滿意度的關(guān)鍵因素,對當(dāng)前供電企業(yè)提升服務(wù)質(zhì)量、樹立社會形象具有十分重要的現(xiàn)實(shí)指導(dǎo)意義。 顧客滿意度測評方法一般分三種：層次結(jié)構(gòu)測評方法、線性回歸測評方法及顧客滿意度指數(shù)CSI法,通過比較,選擇CSI構(gòu)建供電企業(yè)顧客滿意度理論模型。結(jié)合供電企業(yè)特點(diǎn),確定顧客期望、硬件質(zhì)量感知、服務(wù)質(zhì)量感知、價格感知、顧客滿意度、顧客忠誠度、企業(yè)宣傳7個潛變量,及電能質(zhì)量、電力設(shè)備質(zhì)量、電網(wǎng)停電或故障等19個測評變量,并針對模型中19個測評變量開展問卷調(diào)查,采集相關(guān)數(shù)據(jù)。 運(yùn)用結(jié)構(gòu)方程模型SEM對客戶滿意理論模型CSI進(jìn)行驗(yàn)證,根據(jù)供電企業(yè)客戶滿意度理論模型得出結(jié)構(gòu)方程模型,借助統(tǒng)計(jì)分析軟件SPSS和結(jié)構(gòu)方程建模軟件LISREL進(jìn)行分析,對模型中的潛變量的路徑系數(shù)進(jìn)行標(biāo)準(zhǔn)化估計(jì),借助極大似然法得出測評變量對各潛變量的效應(yīng)系數(shù),再利用三維八分圖法找出影響泰興市供電公司客戶滿意度的關(guān)鍵因素,即該公司服務(wù)方面的薄弱點(diǎn)。針對這些薄弱點(diǎn),提出提升客戶滿意度的策略和具體措施。
[Abstract]:With the deepening reform of the electric power system, in order to broaden the power market, increase the power supply and improve the operating efficiency, the power supply enterprises must change their concepts and establish a customer-demand-oriented marketing mechanism.At the same time, with the continuous improvement of the quality of life of the people and the rapid development of the national economy, the degree of dependence and expectation on electricity from all walks of life is increasing day by day.As a public service industry, power supply enterprises must fulfill their social responsibilities. The government, the national power network and Jiangsu Power Company are more and more strict in assessing the service quality of county-level power supply enterprises, and regard customer satisfaction as an important aspect of testing the quality of power supply services.Customer satisfaction is an important indicator to reflect the social image of power supply enterprises. Although in the past few years, power supply enterprises have taken a series of measures to improve customer satisfaction, but limited to the level of awareness and activities,Lack of systematic and complete research, there is no excellent theoretical support.Therefore, to explore a research model suitable for county power supply enterprises customer satisfaction, and use this model to find out the key factors affecting customer satisfaction, to improve the service quality of current power supply enterprises.The establishment of social image has a very important practical significance.There are three kinds of customer satisfaction evaluation methods: hierarchical structure evaluation method, linear regression method and customer satisfaction index (CSI) method. Through comparison, CSI is selected to construct the theoretical model of customer satisfaction in power supply enterprises.According to the characteristics of power supply enterprises, determine customer expectation, hardware quality perception, service quality perception, price perception, customer satisfaction, customer loyalty, enterprise propaganda 7 latent variables, and power quality, power equipment quality,There are 19 evaluation variables such as power outage or fault, and a questionnaire survey is carried out to collect the relevant data for the 19 evaluation variables in the model.The structural equation model (SEM) is used to verify the customer satisfaction theory model (CSI). According to the theoretical model of customer satisfaction of power supply enterprises, the structure equation model is obtained. The statistical analysis software SPSS and the structural equation modeling software LISREL are used to analyze the model.In this paper, the path coefficients of latent variables in the model are standardized estimated, and the effect coefficients of test variables on each latent variable are obtained by means of maximum likelihood method, and then the key factors affecting the customer satisfaction of Taixing Power supply Company are found by using the three-dimensional eight-component graph method.The weakness of the company's services.Aiming at these weaknesses, this paper puts forward strategies and specific measures to improve customer satisfaction.
【學(xué)位授予單位】：揚(yáng)州大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2014
【分類號】：F274;F426.61

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