Research On Customer Satisfaction Evaluation And Promotion Strategy Of L Power Supply Company

Customer satisfaction,whether in academic or practical,has always been a high degree of concern.With the increasingly fierce market competition,customer satisfaction has been paid more and more attention.With China's market-oriented reform,the introduction of competition mechanism in the field of power supply has intensified the competition among power supply enterprises.Because of the monopoly nature of China's power supply enterprises and the lack of competition for a long time,the power supply enterprises only pay attention to the power supply,ignore the importance of power supply service quality,and do not realize the importance of power customer satisfaction for the development of enterprises.Based on the above problems,this paper firstly reviews and sorts out the relevant academic literature on customer satisfaction and service quality.On the basis of literature analysis,considering the characteristics and nature of power supply enterprises' service,we develop a power supply enterprise customer satisfaction model which includes six variables:corporate image,customer expectation,perceived quality,perceived value,customer satisfaction and customer loyalty The evaluation model of intention.In order to verify the correctness and effectiveness of the model,this study takes L power supply company as the research object,makes an appropriate correction to the model according to the analysis results,and proposes targeted strategies to improve the customer satisfaction of L power supply company according to the results of customer satisfaction evaluation.In the formulation of 1 power supply company satisfaction promotion strategy and measures,Industrial Engineering methods and ideas are applied to it.Through the analysis of the customer satisfaction evaluation results of L power supply company,it is found that the overall customer satisfaction index of L power supply company is 85.30,which indicates that the customer satisfaction level of L power supply company is good,but there is still room for further improvement.After the path coefficient analysis of customer satisfaction evaluation results of L power supply company,it is found that the corporate image of L power supply company has a significant positive impact on the satisfaction of power users;customer expectations have a significant positive impact on customer satisfaction;the perceived quality of power users has a significant positive impact on customer satisfaction;and the perceived value of power users It has a significant positive effect on customer satisfaction.In addition,the corporate image of power enterprises has a significant positive impact on the customer expectations of power users;customer expectations have a significant positive impact on the perceived quality of power users;customer expectations also have a significant positive impact on the perceived value of power users;the perceived quality of power users has a significant positive impact on the perceived value of users Customer satisfaction has a significant positive effect on customer loyalty of power enterprises.The nine hypotheses proposed in this study have been verified by data.