Research On Improving Customer Satisfaction Of J Thermal Power Company

With the continuous improvement of material and cultural level,people are more interested in high-quality products and services,and their awareness of safeguarding their rights is also gradually strengthened.If an enterprise wants to develop continuously,it must try every means to provide better products and services for the public.How to cater to consumers’ psychology and taste,improve user satisfaction and product experience,is the focus that many enterprises have been pursuing.As an enterprise providing services for people’s livelihood,J Thermal Power Company can no longer enhance its competitiveness by maintaining the original production and operation mode in today’s changing market economy.At present,the heating industry is in the transformation stage of system reform,equipment renewal and technological progress.With the intensified competition in heating market,commercialization and marketization will be the main development trend of urban central heating in the future.J Thermal Power Company is facing many challenges and tests.This paper takes J Thermal Power Company as the research object to carry out the research on the improvement of customer satisfaction.Through the research of domestic and foreign literatures on customer satisfaction,based on the theory of customer satisfaction and the theory of service quality gap,combined with the service status of J Thermal Power Company,the problems existing in the enterprise are found.By means of questionnaire survey and hotline platform data statistics,customer satisfaction of J Thermal Power was analyzed,customers’ demands and dissatisfaction were deeply understood,and problems existing in the service of J Thermal Power Company were summarized.Through the statistical analysis of the questionnaire survey,it is found that the main reasons for the low customer satisfaction of J Thermal Power Company are:imperfect organizational structure,low heating quality and outdated service concept.From the perspectives of management,heating and personnel,this paper puts forward that enterprises should take service as the orientation,optimize service process and improve work efficiency.In the aspect of heating,we should popularize the knowledge of heating and strengthen the maintenance of heating facilities.Staff need to strengthen professional skills,improve service awareness.Only by doing a good job in service and profession can we continuously improve customer satisfaction.This paper is committed to studying the status quo of customer satisfaction of J Thermal Power Company and improving countermeasures,helping enterprises accurately adjust the direction of work,formulate improvement measures,improve service quality,continue to optimize the corporate image,assume social responsibilities,and provide strong guarantee for residential heating and local economic development.This research will play a certain reference role to the related service industry.