Research Of Improving The Customer Satisfaction Of Power Supply Service In Yunnan Power Grid

Power grid is one of the pillars of national economic development and has made great contribution to national economic take-off.Power supply service is the core business of power grid and provides basic guarantee for social production and life.But with the rapid change of power supply and demand,the people’s demand for a better life and the deepening of power system reform,power grid enterprises are facing unprecedented competition and challenges.Customers are the basis and source of enterprise profits,in order to achieve profits in the fierce market competition,we must start from customer expectations and realize profits at different levels by understanding customer expectations,meeting customer expectations and even guiding customer expectations.Therefore,Adhere to the customer as the center,explore the customer satisfaction business model with Chinese characteristics,is the market and political requirement of deepening the reform of electric power system,but also the only way to improve the core competitiveness of power grid enterprises and realize the value created by enterprises and customers.This thesis reviews the research results of customer satisfaction,customer perceived value and service quality firstly,and proposes that the quality of power supply service and customer perceived value are the key factors to determine the customer satisfaction of power supply service.Secondly,combining with the current situation of power supply service in Yunnan Power Grid,making an empirical study on the key factors that determine the customer satisfaction of power supply service from the aspects of basic situation,content of power supply service and customer satisfaction.It is found that the backstage service with power outage treatment as the typical representative determines the actual quality of power supply service in Yunnan Power Grid,which falls far short of customer expectations.To apply for electricity,meter reading and billing as the interactive services have a significant negative impact on customer perceived value through the real-time service process.The lack of openness and timeliness of service information and professional service,responsiveness and empathy have a significant negative impact on the perceived value of customers too.Finally,based on those main problems that restrict the customer satisfaction of power supply service in Yunnan Power Grid,specific strategies are formulated to provide reference for improving the customer satisfaction of power supply service in Yunnan Power Grid.