Zhuzhou Electric Power Supply Enterprise Service Quality Evaluation System Construction And Empirical Research

Service quality is the focus of the enterprise competition intwenty-first Century，along with the reform of electric power system,Zhuzhou power supply enterprise from simple price competition，qualitycompetition to service quality competition. For the purpose of survivingand occupying the market in the Competitive market, it is necessary forZhuzhou power supply enterprise to understand customer needs andimprove the production process according to the demand of customer.Since clients have become the important resources of enterprises, to winmore customers to win greater profits, and win customers cannot simplyrely on improving the quality of products, or reducing the product prices，service quality has become the future Zhuzhou power supply enterprisedevelopment strategic weapon.Based on the research of domestic and foreign about service quality,service quality, and the evaluation of service quality on the basis ofrelevant literature, with the gap model of service quality, SERVQUALscale as the theoretical basis, according to the Zhuzhou power supplyenterprise service characteristic，separately from the client and powersupply enterprise own point of service quality evaluation systemconstruction of external and internal evaluation system, and combiningthe two form a complete service quality evaluation system. This papertakes Zhuzhou power Supply Company as the object of study to construct the service quality evaluation system has carried on the empirical analysis.Analysis results show that, Zhuzhou power supply enterprise servicequality is overall the level is good, but in some ways and expectations ofcustomers and the industry there is still a certain gap compared tostandard. Overall, Zhuzhou power supply enterprise already from go upobjectively to realize the importance of service，and start to consider thecustomer’s needs and interests. Zhuzhou power supply enterprise not onlypursuit the profit but also assume social responsibility pay and payattention to the Public welfare，but still have certain difference in thecomparative advantage satisfaction level of Hunan province.Aiming at these problems, this paper puts forward to strengthen themanagement of staff, standardize business window construction, promotetechnical innovation, and establish a scientific quality managementsystem and to establish the service mechanism of service recovery andsuggested measures. The study is of great significance on enhancing ofthe service quality level of Zhuzhou power supply enterprise, and theresearch on the service quality of the Zhuzhou power supply also hasdraw lessons from a meaning to related industries.