The Research Of Service Quality From Power Enterprises Depend On The Satisfaction Of Customers

Electric power is not only the foundation of the economy, but also the foundation of the stabilization of social. With the reforming of electric industry, power enterprises are turning the monopoly to service enterprises. Good or not the quality of the service from power enterprises and whether or not consumers satisfy, are becoming the key factors determine the future of power firms. Therefore, how to improve the core competitiveness of power enterprises must rely on evaluating the quality of the service, consumers’ satisfaction, and discovering the relationship of them.This dissertation set up the service quality evaluation model of power enterprises, not only by researching and referencing on both domestic and foreign service quality evaluation models,but also combining the characters of power industry nowadays. When deal the data in this dissertation, I analyse the dimensions of the sample first to verify the correctness of the index system and to revise it. Then, analyse the reliability of the data to verify the reliability of the scales. In order to minimize the subjective factors of the evaluation results. This dissertation uses partial least square method to design the weight of each index, then, get the overall score of the power supply service quality and customer satisfaction utilizing weighting factor method, in the end, get the correlation coefficient between the two obtained by path analysis method. This method not only minimizing the subjective factors of the evaluation results,but also shows the significant correlation between service quality and customer satisfaction.The dissertation by focusing on analysis, diagnosis and improvement of the service quality, through comprehensive evaluation research on customer satisfaction and service quality for the power supply, introduces modern management concepts and methods to improve management and the level of decision-making reference.This paper presents the way to identify problems, and the solution to solve the problems. The study is a guide for electric power supply enterprises to improve power supply service quality from theoretical and practical.