Yunfu Power Bureau Customer Loyalty Maintenance And Advance

In recent years, Chinese economy had been maintaining a rapid development, thedemand of power increased swiftly, the scale and amount of nationwide power constructionenlarged sharply. Domestic power enterprises have been pushed into the market by theChinese power system reform, power enterprises at all levels are faced with new challenges.Therefore, power enterprises should enhance market awareness, focus on enterprise efficiency,attach importance to customer service, maintain and improve customer loyalty. Power is thebasic industry of national economy, and power industry is the window of contacting everyfamilies, also the window of supplying service to society. While bearing the socialresponsibility, power enterprises should maintain good communication channels with thepublic, provide customer with convenient, reliable and ecological power energy.Customer loyalty can be divided into six categories: the monopoly loyalty, the kinshiployalty, the interest loyalty (the price loyalty, the inspire loyalty), the inertia loyalty (theconvenience loyalty), the reliance loyalty and the latency loyalty. For power enterprises, theprice of power grid market is determined by the provincial price departments. Powerenterprises are the execution units of power price, without any authority to determine onpower price. So in addition to the monopoly loyalty, other loyalties are little significance toimproving power enterprises’ customer loyalty degree. Now this research object is begin withthe monopoly loyalty, combined with the current process reengineering, service processes,power supply reliability and employees’ service status of Yunfu Power Bureau to analyze andresearch the affect by current power enterprises’ service processes, distribution grid’s powercapacity (power supply reliability), employees’ service awareness and so on.Reading about numerous status of research at home and abroad, drawing on theory andpractice of domestic and foreign research, this article use that method mixed by qualitativeanalysis and quantitative analysis. At first, gathering experts to design a customer satisfactionquestionnaire. Researching by open, closed, semantic difference research questionnaire, andthen seeking out those key factors that impact on customer services quality by regressionanalysis of survey data, four-step action of the value innovation, customer perspective,5GAP(service quality gap) model and SWOT analysis. At last, analyzing the reason which waseffected by those key factors. After the reason was clear, using various means to improvethem, such as formulating service behavior standard, strengthening services efficiency, reducing time cost, promoting operating room services, innovating payment forms and so on.Via optimizing the processes, building a modern services strategy and management system ofpower enterprises customer services, and thus to achieve the goal about promoting thecustomer loyalty degree.