Reliability And Customer Satisfaction Supply Relationship

With the development of China’s ecocomy,customers’ requirement for the reliability of power system rise continuously.For the rapid development of power enterprises, it was necessary to establish customer maketing system. There is close connection of power distribution reliability and users. It will directly affect the user satisfaction. This paper proposed the power supply reliability considering the reliability of power supply based on this consideration and researched the relationship between the power supply reliability and the customer satisfaction.. So we can quantify the relation between power distribution reliability and user satisfaction.This dissertation mainly complete the following work:Firstly, this paper introduces the commonly used connection styles in domestic distribution network. At the same time,this paper evaluate the reliability and economy of the typical network.Secondly, this paper analysed the commonly used customer satisfaction model. This paper established the power customer satisfaction model suited to China’s power enterprise. The power customer satisfaction model add structure variable of corporate image based on American customer satisfaction model. The perception of the quality is replaced by the reliability of power supply and the perception of service quality according to the power property and the reliability of power supply closely related user satisfaction. So this paper establish the power customer satisfaction model considering the reliability of power supply. It is able to establish the power customer satisfaction evaluation system considering the reliability of power supply based on the customer satisfaction index in the model. The power customer satisfaction evaluation system include customer average interruption duration index and customer average interruption duration index of the reliability of power supply. Using this method can change the qualitative problem into quantitative problem.Thirdly, this paper determine the power user satisfaction survey. At the same time, I investigate resident customers、commercial users、large industrial customers、unit customers、important customers and high-risk users. Then, deal with the data, that’s data reliability is0.98and get power user satisfaction by analytic hierarchy process. One can establish a dependence between the reliability of power supply and the power user satisfaction, according to the reliability index of power supply in the power user satisfaction survey.Finally, because all kinds of power user economic loss is different, I provide a reasonable proposal for the various power users, according to the reliability of power supply、power user satisfaction and power user economic loss of different power users in differernt typical network. This paper analysed influence of each element on user satisfaction, and then,quantized the influence of reconstruction measures on user satisfaction.