Research On Comprehensive Evaluation Of Service Capability Of The Grassroots Station In Power Supply Enterprise

The power supply enterprise takes charge of economic and social development, ensures people live and work, concerning the thousands of households, it is an indispensable and important part of the social public service system. The grassroots as outposts and main window of supply service of power supply enterprise, are closely related to wide power consumers, undertakes area management, safety production, quality service etc, they are the main show carriers of service level of power supply enterprise. With the development of society and economy, electricity demands keep rising, it makes a higher expected on power quality, service levels, efficiency, process management etc. The contradiction, it produced with the relatively weak infrastructure management, is increasing highlighted. Therefore, it is an very important task of power supply enterprise to solve the power service problem of the primary power supply stations, to improve the power supply service ability of grass-roots for a long period of time in future. Then, using the scientific method comprehensive evaluating service capabilities of the grassroots, that will help supply enterprise to enhance their service level.This article, from the reality of the grassroots station in power supply enterprise, based on the theory of service quality management and customer service perception, researched various types of factors effecting service capacity of primary power supply stations, analyzed from the quality of service and service quality evaluation, has established an index evaluation system of grassroots service capability suitable for current power supply enterprise, including internal evaluation index and external evaluation index. Through using analytical methods such as analytic hierarchy process to carry out case studies, combining evaluation index to conduct research scoring of customer and expert, simplifying the index system as well as doing indicators empowerment, it built the comprehensive evaluation model of the service capability of the grassroots station, finally carried on the quantititative analysis of evaluation result to help the grassroots station find the service gaps.The comprehensive evaluation model of the service capability set up by this article, could find the gaps of the service capability between the grassroots stations, and seize principal contradiction points of power supply service. Evaluation results could promote the primary power supply stations to perfect the management and service system. It ensures the operability of the research results that the research results combined with reality.