Study On Customer Satisfaction Improvement Of T Power Supply Enterprise

At present,countries all over the world concentrate on building an international,legal and convenient business environment to energize market and improve key competitiveness of nations and states.High quality power supply service is an important part of the business environment.The business environment report issued by the World Bank every year evaluates and ranks the business environment of 190 economies in the world.Among them,"getting electricity" is a an important index and dimension to evaluate the convenience of power business environment,which put forward new requirements for the evaluation of power supply service quality under the new situation.Generally speaking,small and medium-sized enterprises are at the forefront of the market,and sensitive to the quality of the regional business environment.In particular,small and medium-sized enterprise users account for about 90% of all power supply enterprise users.Therefore,the power supply service improvement of small and medium-sized enterprises plays an important role in reducing the energy cost of enterprises energizing the market,optimizing economic structure and increasing employment.This paper focuses on the impact of business environment and selects small and chooses small and medium-sized enterprise users as the customer object.According to evaluation criteria of World Bank,the research put the elements of business environment in the design of customer satisfaction of power supply enterprises,aim at accurately evaluating the current service status of power supply enterprises,exploring the weak links in the service quality of power supply enterprises,putting forward the promotion strategies and suggestions targetedly to scientifically grasp the key areas and links of customer satisfaction of power supply enterprises.The model would provide theoretical and practical guidance for the continuous optimization of regional power business environment.First of all,based on ACSI,a scientific and comprehensive customer satisfaction model of power supply enterprises is proposed,introducing the variable of " getting electricity",which considers the comprehensive assessment of the impact of business environment,characteristics of the power industry,expriences from the advanced industry service quality assessment model at home and abroad.Secondly,the small and medium-sized enterprise customers of T electric power company are choosen as the object.After datas collected through scientific and reasonable questionnaire design and actual survey,Structural Equation Modeling(SEM)is used to carry out empirical research,and get the customer satisfaction model of enterprises with good fitting degree and the impact degree of factors.Finally,satisfaction influence Matrix analysis of the variable elements is used to locate the customer service weakness,and put forword the strategy and suggestions for continuous improvement of customer satisfaction in power supply enterprises.