| Along with Chinese economic growth slowing down and deepening power reform,electricity sales and new power application in power supply enterprise fell significantly,so business is facing severe challenges.Since most customers don't pay attention to efforts to enhance power quality and services that power supply enterprise has made,power supply enterprise needs by way of experience to strengthen customers feel good in the process of using electricity to increase customer satisfaction.Through the reference analyses and interviews,in this thesis,combined with the features of state-owned power supply enterprise,20 critical factors from five dimensionalities which are sensorial,emotional,cognitive,pragmatic and relational component were figured out,and designed a survey accordingly.As a result,a statistic analysis with 138 valid ones collected and the results of descriptive statistics showed that all the factors were significantly important.Eventually,by structural equation modeling,the conclusion showed that sensorial,emotional,cognitive and pragmatic components had a positive impact on perceived value,and had an indirect positive impact on customer satisfaction by means of perceived value.However,direct impact on the relational component and perceived value was not significant.The relationship between these six variables constitutes a conceptual framework that describes the interaction between experience factors and customer satisfaction.The findings of this thesis will be guidance for power supply enterprise who wishes to improve customer satisfaction.It is also helpful for industry practitioners to design experience items,in order to enhance the customer satisfaction in power supply enterprise. |
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