Research On Customer Satisfaction Improvement Strategy Of Quanzhou Power Supply Company

With the rapid development of China's economy and society,major enterprises have been upgraded from the traditional supply type to the service type.Compared with simply providing material and resources,customer experience and satisfaction are more and more valued.Customer satisfaction can be used to measure the degree of satisfaction and happiness of customers to the service,which has become an important standard to measure the quality of service.The higher an enterprise attaches importance to its customers,the larger the customer group it will get.Therefore,power enterprises should face the market competition,provide customers with quality service and experience,and strive to improve customer satisfaction.The paper analyzes the status quo,existing problems and causes of customer satisfaction of quanzhou power supply company based on relevant literature review and theoretical analysis,studies the influencing factors of customer satisfaction of quanzhou power supply company,and puts forward relevant strategies for improving customer satisfaction of quanzhou power supply company.Firstly,summarizing the research status at home and abroad,introducing the American customer satisfaction index model,Japan's Kano model,Quadrifid Graphs model and other relevant theories,this paper analyzes and proposes the influencing factors of customer satisfaction of quanzhou power supply company.Secondly,questionnaires were issued,actual data were collected,and the influencing factors of customer satisfaction of quanzhou power supply company were empirically studied through multiple linear regression and factor analysis.Again,the power company in quanzhou customer satisfaction to build four figure model can be divided into advantage area,improve area,opportunity and maintain,through comprehensive analysis found that: stable advantage area mainly in rush hours,improve area mainly displays in the problem and relative prices,opportunity area is mainly manifested in two aspects of customer communication and power supply security,maintain area mainly embodied in the business hall service issues.Finally,in view of the problems found,according to the different power supply demands of customers in the advantage area,repair area,opportunity area and maintenance area,power supply adjustment is carried out respectively,and customer satisfaction improvement strategies adapted to the development of quanzhou power supply company are proposed.