Study On Service Quality Comprehensive Evaluation Theory And Its Application In Power Supply Enterprise In China

Electric power is the foundation of national economy in China,the quality of electricity and power supply service will influence power supply enterprise's operating. Effective power supply service evaluation is an important prerequisite for power supply enterprises to win in the competitive market.The evaluation job is a systematic project which needs coordination in different departments.But China's power supply enterprises have not established a long-term service quality evaluation system yet.Then,power supply service quliaty evaluation is a very realistic and urgent problem to be resolved.The paper appling the idea of Service Blueprinting,which is any kind of service quality deficiencies should be caused by a service failure in the entire service system, builded integrated service evaluation system from the points of front desk personnel, service support personnel,as well as service support system.The integrated service evaluation system included power supply service quality's external overall evaluation system,specific business evaluation system and internal support evaluation system.The external overall evaluation system appling the customer satisfaction theory got the results by using SAS software of the procedure of SAS-CALIS.It could tell the power supply enterprises the key factors that have important impact to the customer satisfaction.The paper established the evaluation system for specific business from three dimensions,which is the analysis of service attributes,work flows and the interactive contacts to the customers,and used SPSS sofrware to fix the index weight.The indexes are based on the touch points between power supply service personnel and customers so as to find the direct factors and connect the service performance with the customer satisfaction.Finnaly,"Priority to improve matrix"was put forward to make the key power supply businesses and process that needs urgent improving clear.The internal evaluation system was built from the points of managers,service support system and resources in order to find problems caused by the internal service personnel or service support system.The internal evaluation system included the two parts that are power supply capacity and performance,and the weights of the two part's indexes were fixed by G1 and triangle fuzzy number method according to their characters.Finally,it made demonstration to present the process and prove the validity of the evaluation system.Based on the above,the improve directions of the power supply service form external and internal aspects were pointed.The paper told us how to identify problems and how to solve the problems.The study is important for China's power supply enterprise to improve power supply service both in theory and practice.