Research On Customer Service Quality Evaluation And Upgrading Strategy Of QZ Electric Power Company

Under the background of the reform of the power system,State Grid Corporation is facing a situation of broken monopoly and multiple competitions,which determines that State Grid Corporation must face the market,operate with a new system,actively focus on customer needs,focus on customer value,and enhance Customer service,to win the market and continue to develop.As a prefecture-level enterprise under the State Grid Corporation of China,QZ Electric Power Company is an urgent need to solve how to carry out various tasks with market competitive thinking,improve customer service quality,and find new business growth points and breakthrough points.This paper takes QZ Electric Power Company as the research object,considers the requirements of power supply company for power safety and power quality stability on the traditional SERVPERF customer service quality evaluation scale,and combines customer service profit chain theory.Firstly,it studies a model suitable for customer service quality evaluation of QZ Electric Power Company,and tests the rationality of the model through reliability and validity,and uses correlation coefficient Method to analyze the correlation of each dimension of the model.Secondly,based on the customer service quality model of QZ Electric Power Company,using questionnaire survey method and IPA analysis method,combined with the status quo of customer service quality of QZ Electric Power Company,the influence degree of seven dimension influence factors of customer service quality on customer service quality of QZ Electric Power Company is specifically analyzed,and customer service quality evaluation points of customer to QZ Electric Power Company are divided into continuous maintenance area,over supply area and improvement area The problems of customer service quality of QZ Electric Power Company are determined by putting them into the low priority areas and strengthening the key improvement areas,which are corresponding to the seven dimensions of customer service quality.Finally,according to the priority of seven dimensions which affect the customer service quality of QZ Electric Power Company,from the aspects of responsiveness,sensibility,reliability,empathy,security,stability and assurance,the improvement measures and guarantee measures that can improve the customer service quality of QZ Electric Power Company are proposed.This study has important practical significance for further improving the market-oriented competitiveness of QZ Electric Power Company and improving customer service quality.Moreover,it can also provide reference for other power supply companies at Prefecture and city level,and play a role in promoting the sustainable development of power supply enterprises.