Research On Customer Satisfaction Of Taixing Power Supply Company

With further reforms of electric power structure, to broaden electric market, add more electricity supply, enhance economic performance, power supply company must change ideas to establish customer orientated marketing system, build marketing concept based on customer satisfaction as core value. Meanwhile, along with the rising of living standard and the fast development of national economy, the reliance and expectation on electricity increase, power supply, as public servicer, must perform social responsibility, the evaluation on county power supply company by government, state and Jiangsu provincial grid is more and more strict, customer satisfaction is an important aspect to test the quality of power supply, and it’s a significant indicator to embody social image.Despite the efforts made during the past years to improve customers satisfaction, limited by awareness and activity, the research lacks of system, integrity and support of excellent theory, it’s vital to probe into a model suitable for the research of customers satisfaction in county power supply company, find the key factors which influence customers satisfaction through this model to improve service and set up social image.There are three methods for the evaluation of customers satisfaction:gradual structure analysis, linear regression and customers satisfaction index CSI. By comparison, we choose CSI as the theory model for customers satisfaction model. Combined with the features of power supply company, there are7structural variates(potential variates), like customer expectation, awareness of hardware, service quality and price, customer satisfaction, loyalty, publicity,19evaluation variates:electrical power, equipment quality, power failure or breakdown, and make questionnaire to collect data according to the19evaluation variates.This paper uses structural equation model SEM to test customer satisfaction index CSI theory, applies customer satisfaction theory to get structural equationmodel, with statistical package for social since SPSS and structural equation model LISREL, we can make standard estimation for path coefficient in structural variates(potential variates), reach effect coefficient for evaluation to potential variates maximum likelihood method, and use eight dimensional graph to get key facts or weakness that affects customer satisfaction for Taixing power supply company, aimed at the weakness, we put forward the strategies and measures to improve customer satisfaction.