The Fuzzy Comprehensive Evaluation For Service Quality Of Electrical Power Enterprise Based On SERVQUAL

The global economic development has been steadily moving toward to a trend of integration, sharing, and information technology. The competition in marketing has also been more intensified than ever before. At the same time, the power industry is facing the requirement of reform in such situation of economic integration. China's power industry is different from general businesses, and its competitive form is still in the status of inadequacy based on the unique system of management and national policy. However, with the competition of alternative and difference in the energy market to be more intensified, and the development of all kinds of alternative energy, the businesses of power companies have been facing tremendous pressure and would be not as stale as before. The existing service of power supply cannot fully meet the requirements of customers with the standardization and implementation in power industry. It's also the reality that there are many problems regarding the inconsistency in the supplies and demands, and differences in the service without standardization.The thesis is the research on the current background on the service quality especially on the power sector, comments on the critical theory and model of service quality, summarizes the features of the power service in China and the development of regarding research, and sorts out the current service quality and measures of research. The author constructs kinds of index which is available for the service of power industry based on the classical categories and options of SERVQUAL model, and then makes the index to be the construction of hierarchy. The paper also works on the formulation on fuzzy comprehensive evaluation model(FCE SERVQUAL) of the quality on power services with the analytic measure of fuzzy and hierarchy(FAHP), and according to the sample responds from the survey, makes the comprehensive evaluation for the quality of services, analyzes the critical factors which may be effect on the service quality of power supply, finds out the current disadvantages in order to have further improvements in the future.