Electric Power Supply Company Quality Service System Construction And Application Research Based On The Customer Satisfaction

In recent years,the reform of power supply enterprises in full swing,the rapid development of social and economic development and the people's living standards are improving,the people pay more attention to the power service quality.X power supply company under the State Grid Henan Electric Power Company have both opportunities and challenges in the new development trend.X power supply companies need to address the important issue is how to design and develop in line with the actual situation of the company's quality service improvement measures to improve customer service and customer service quality.This paper make customer satisfaction and high quality service theory as a tool,through analyzing the customer in the tangible,reliability,responsiveness,assurance,empathy of the five aspects of satisfaction,put forward the power supply company quality service system framework.The customer satisfaction degree of X power supply company is analyzed by literature research method,questionnaire survey method,case study method and theoretical induction deduction method.The customer satisfaction of X-powered company's quality service system was evaluated by using the SERVQUAL evaluation scale,and the outstanding problems in the current service management of X-powered companies were diagnosed,and the optimization measures of the quality service system were put forward.The main optimization measures included seven aspects:(1)to reduce the rate of complaints measures;(2)to enhance the quality of service;(3)to regulate the management of power supply;(4)to standardize the joint service incident coordination;(5)to reinforce the power supply service base;(6)to deepen the low-voltage facilities repair operation and maintenance(7)optimize the business network layout.In this paper,through the research on the service system of customer satisfaction of X power supply company,we try to explore a set of path and measures to improve the customer satisfaction of power supply companies from both theoretical and practical aspects,and to improve the service level of X power supply company,improve the economic benefits of power supply companies,and provide theoretical reference for the construction of quality service system of customer satisfaction in other regional power supply companies.