| As a public resource, electricity supply affects national lives, Power Station as a basicunit of power-supply enterprises, directly to commercial businesses, industrial users, andmillions of residents, therefore the quality of the Power Station’s services to customersdirectly reflect the operational effectiveness and public image of power-supply enterprises. Inour country, although power supply enterprises are state-owned monopoly, they do not haveright to develop electricity policy, but implement, especially for policies that affect the publicin general. Hence, maintaining and improving the relationship with customers is a matter ofconcern. The introduction of tiered electricity pricing policy for residents, to a certain extent,increasing electricity costs for residents, intensifying contradictions, and therefore requiringhigher quality of services to residents. The object of study in this article is a Power-Station(the N Power Station)’s new policy to improving customer services. Under the newlyintroduction of the tiered electricity pricing policy, this study is of great practical significance.Based on the documentary research and together with the analyzing of the currentenvironmental situation of the N Power Station, the study summarize the current satisfactionof the customer services provided by power-supply enterprises both at home and abroad,tackling problem of customer services in N Power Station currently, and then fix up aneight-dimensional customer satisfaction appraisal system (the eight dimension mainly arepower supply stability, power supply security and electricity payment), followed up with AHPtesting using321actual data collecting by questionnaire. Through the study, it found thatpower supply stability and security are two important elements to satisfaction of customerservices. Using the eight-dimensional customer satisfaction appraisal system, N Power Stationproposes a corresponding strategy and measure to improving customer relationship. |
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