The Evaluation And Research Of Customer Satisfactory Index Of Power Supply Enterprise Based On SEM

With reforming of electric power system, power supply enterprise is facing market competition as other enterprises, so electricity customer becomes the focus of competition. Customer is scarce, and is the profit source of enterprises. How effective own and control customer resource should be considered by power supply enterprise. As utilities and profits the dual nature, establishing good customer relations has become imperative in business, and good customer relationship depends on customer satisfaction of products and services.Based on customer satisfaction theory, the paper discussed the principle characteristics of SEM, the feasibility for customer satisfaction survey and modeling steps, proposed customer satisfaction theory model of power supply enterprise, carried out empirical research on power customer satisfaction. The road analysis and effects between factors in customer satisfaction value chain were combined with the reality of power supply enterprises to find the problems in power supply service. The paper provides a reference for power supply service improvement.