Research On Improvement Of Customer Service Satisifaction Of Jinzhou Electric Power Supply Company

In the past,power supply enterprises had a strong position in the relationship between supply and demand because of their monopoly nature.As the national development and reform commission opened up the electricity market and introduced the competition mechanism into the industry,the power monopoly phenomenon was broken,and power supply enterprises began to change their service concept and pay more and more attention to customer service.In this new situation,how to retain customers will be a new issue.In view of the need of Jinzhou electric power supply company to improve customer satisfaction,this paper analyzes the factors influencing the satisfaction,sets up improvement goals and measures,and proposes solutions.First of all,this paper elaborates on the background purpose and significance of this survey,analyzes the research status at home and abroad.Based on previous studies,it elaborates on the Swedish SCSB model theory,the American ACSI model theory,the European ECSI model theory,and the Chinese CCSI model theory,this paper defines the basic connotation,advantages and disadvantages of customer satisfaction and customer satisfaction degree,and introduces the definition of related theoretical terms.Secondly,it introduces the objectives of this survey,taking customer satisfaction of Jinzhou electric power supply company as the object of study,and collecting data by various means,such as Internet,telephone,manual distribution of questionnaires and so on,based on the analysis of the collected data,key factors influencing the customer satisfaction of power supply enterprises were analyzed by Likert’s five-point method,the current situation of customer service and problems encountered were introduced,and the reasons were analyzed one by one.In the end,the paper puts forward the whole process user service promotion plan,and develops the promotion strategy from both internal and external factors.Meanwhile,it also formulates the implementation guarantee measures of the promotion plan.This paper summarizes the theoretical and practical significance of this survey,and provides reference for other power supply enterprises to improve customer satisfaction.