Study Of Custom Satisfaction On QingHai Elcric Power Corporation

With the deepening reform of China's electric power system, electric power industry changes on the direction of the market economy. To improve operational efficiency, the enterprises of electric power industry need to change their ideas, to establish a customer-centric marketing mechanism and a customer satisfaction at the core of marketing concepts, to understand the current level of service and take effective measures to improve customer satisfaction based on the feedback of customers, so that the enterprises can stimulate demand, increase power supply capacity. This thesis is an objective evaluation of Qinghai Electric Power Corporation's customer relationships, which is under the "Sate Grid Corporation 's supply service quality evaluation and management (Trial)", using the Customer Satisfaction Index (CSI) as the core, based on the image, customer expectations, customer perception of the quality of electricity services, customer perception of value, custom satisfaction, customer complaints and customer loyalty, applying customer satisfaction index model and index system to evaluate empirically. The author carried out independent evaluation of power service quality as a third party, based on the pre-survey and interviews with customers, completing the design of the power of customer satisfaction surveys and questionnaires workflow, through a large number of field research, to evaluate customer service quality of Qinghai Electric Power Corporation as objective as possible and comprehensive understand customer satisfaction in all types of the service sectors. In the evaluation process, the author has verified the rationality of evaluation index system, to provide research reports of the service quality evaluation of the Qinghai Electric Power Corporation.