Research On Customer Satisfaction Evaluation System For Power Supply Enterprises In China

With the deep reform of electricity market,improving power supply service quality is becoming an effective method to make power enterprises keep competitive.Especially, "High Quality Service Year" pushed by State Grid in recent years and "Electricity service quality evaluation administration by SGCC(test)" publicized in 2007 are both focusing on service quality.Firstly,this paper makes a summary of theoretical and practical application about the customer satisfaction evaluation,especially with regard to the implementation of China's power supply enterprises.Based on the investigation and the former study,a new customer satisfaction evaluation system for power supply enterprises is put forward,including the model,the indexes,and the method to carry out. We verify the validity of the model by using the software of AMOS,and make the Reliability Analysis by using the software of SPSS.Finally,the paper makes a demonstration to elaborate the implementation process.This paper can help the company find the not well-done process and make sure the direction to improve.So to improve the customers' satisfaction.