Investigation And Research On Customer Satisfaction Of NC Power Supply Company Of State Grid

As the basic industry and social public utilities of China's economic development,power industry is related to national energy security,economic development and social stability.Grid enterprises is one of the core members of the power industry,which have long been responsible for providing electricity and related services to the general public,enterprises and other customers.In such circumstances,investigating the customer satisfaction of power grid enterprises can find out the deficiency in the power supply service,take effective measures to improve the quality of the power supply service,and then improve customer satisfaction.It is of great significance to establish a good enterprise image for power grid enterprises,to maintain competitive advantage in the future open market,to consolidate market position,and to make enterprises develop healthily and continuously.It is very important to enter into the field of investigating the customer satisfaction of State Grid NC power supply company.This paper uses scientific methods such as literature analysis,questionnaire investigation,case analysis and other scientific methods synthetically.At the beginning,the domestic and foreign customer satisfaction related theory and practice research status is reviewed systematically.Then,the operating environment of State Grid NC PowerSupply Company is analyzed from the general situation of the company,and the enterprise attributes of the company are defined.Then it fully drawson the Swedish national customer satisfaction barometer(SCSB),American customer satisfaction index model(ACSI),European customer satisfaction index model(ECSI),Chinese customer satisfaction index(CCSI)and SERVPERF mode.At the same time,combined with the industry attributes and management characteristics of the company,this paper adjusts the classical theoretical modelappropriately,and constructs the customer satisfaction structure model of State Grid NC PowerSupply Company.Then on the basis of this model,according to the business classification and business content,customer types and customer characteristics of the company,this paper constructs the customer satisfaction measurement index system of State Grid NC PowerSupply Company by using the idea of Analytic hierarchy process(AHP).Then the questionnaire was designed according to the index system.By combining stratified sampling with simple random sampling to investigate 2500 households,including ordinary resident customers and enterprises customers,in State Grid NC Power Supply Company.Through the analysis of the total amount of 2137 survey results,this paper finds that State Grid NC Power Supply Company has some problems need to be solved in the power supply service.Consequently,paper proposes some opinions and suggestions to improve the customer satisfaction of State Grid NC PowerSupply Company.Through the research process and results of the paper,we sincerely hope that in the aspect of theory for customer satisfaction model and the construction of evaluation index system of research.In practice,it can help State Grid NC Power Supply Company to improve the service quality of power supply in the future on the basis of recognizing the current situation of customer satisfaction,putting forward the suggestions in the paper into action,and improving the quality of power supply in the future business process.And then improve customer satisfaction,set up a good corporate image,to help the company sustainable and healthy development.At the same time,we also hope that the paper can provide reference for other provinces,cities and counties power supply companies and enterprises in other industries in the evaluation and improvement of customer satisfaction practice.