Dynamic Model And Empirical Analysis Of The Customer's Satisfaction Of Electric Power Supply Enterprises

With national power system reformation being carried out, the power industry is turning to a well-ordered power market; power buyer's market also comes into being. To improve management benefits, power supply enterprises (PSE) should change running ideas, which is to construct customer-centered marketing mechanism and take customer-satisfying-oriented marketing concept. The PSE should correctly assess their current service level and improve themselves according to feedback problems from power customers. The PSE should take effective measures to improve customers' satisfaction, which will help stimulate the power consumption requirment's growing and increase power supply. Forethermore, the power industry is the public utility and the customer's satisfaction is the basic social responsibility of PSE.To obtain objective evaluating situation of PSE relationship with their customers, the PSE should take reasonable systemtic method to caculate their customers' satisfaction index, which will help continuously improving product quality and service. The power customer satisfaction evaluation will give the enterprises chance to finding problem in running management and selling market, which lead the enterprises realizing their advantage and inferior position and help them in their development. This dissertation reviews the concept of the Customer Satisfaction Index (CSI) and its development process. Based on this foundation, we develop novel theory as power CSI dynamic evaluating model and reasonable scheme, according to which we carried out power CSI tracking survey in Jieyang region of certain period. Based on data from power SCI survey, the dissertation analyze conjunctions of the changes in power SCI of the region, and investigate the inside factors leading to the change. The dissertation mainly offers following attributes:Firstly, we develop tranditongal evaluating method of SCI by adopting multi-dimesion and multi-level evaluating index system to correctly assess the customer satisfaction's level, which would supply reasonable and reliable information for improving power supply enterprise services.Secondly, a dynamic system state-forecasting model is applied in dynamically to evaluate SCI of power enterprise. According to demand of enterprise full quality control, a dynamic evaluating model for SCI and basic index are presented in the dissertation. By tracking certain customer's satisfaction, we quantificationally analyze variable characteristic of SCI and searching for inside drives for changing SCI, which offers decision-making fact for periodic alteration, continuely-improving services of the PSE.Lastly, we have carried out customer's satisfaction survy of Jieyang District power enterprise for a long time, and we have evaluated SCI level of them and analyze the change of SCI in recent years, which give an empirical research on danymic SCI model.