Study On Fulfilling Social Responsibility Of State Grid ZS County Company From The Perspective Of Customer’s Orientation

How to fulfill the social responsibility with high quality is becoming a new hot spot and focus of theoretical and practical circles.In recent years,the changchun Changsheng vaccine fraud incident,"poisoned milk powder","earth pit pickled cabbage" and other incidents have emerged endlessly,fully exposing that some "clowns" at home and abroad have no moral bottom line in the performance of social responsibility,which must be paid close attention to.However,from poverty alleviation to rural revitalization and epidemic prevention,from the resumption of work and production to carbon peak and carbon neutrality,all these demonstrate the responsibility and mission of state-owned enterprises,especially super-large state-owned enterprises,in fulfilling their social responsibility.It is not only extremely important but also extremely urgent to strengthen the research on super-large State-Owned enterprises’ social responsibility.The State Grid Corporation of China,as the first central enterprise to issue social responsibility,not only ensures the national power supply,but also adheres to customer-oriented and ground-level breakthrough,effectively responds to the new demand of power customers,provides high-quality power products and innovative services,actively performs social responsibility,and generates excellent social reputation and development momentum.County power supply companies,as the lowest unit of state Grid to provide power services to customers,are the "first square" in dealing with customer relations,and their performance and capability are the "ballast stone" and "pacesetter" of State Grid’s social performance.Based on this,for the county electric power supply company social responsibility fulfillment situation,the paper try to work for a long time in the national grid ZS county electric power supply company as an example,from the perspective of customer orientation,the use of stakeholder theory,theory of social governance theory,corporate citizenship theory,ZS county electric power supply company’s existing customers as investigation object,By means of willingness survey,case analysis and regression analysis,this paper empirically analyzes the social responsibility performance of state Grid county companies.Regression analysis is made on the relationship between customer satisfaction and social responsibility fulfillment.Finally,based on the customer-oriented perspective,a package of targeted policy suggestions are put forward to improve the CSR performance ability of state Grid county companies.A total of 480 questionnaires were sent out and 443 were effectively recovered.Likert 5 subscale was used to design the questionnaire and SPSS24.0 was used to analyze the questionnaire.From the observation of the total effect,customer satisfaction positively affected the CSR performance of county companies of State Grid.From the observation of fractional effect,power supply satisfaction,electricity satisfaction,consulting satisfaction,service satisfaction and other positive impact on the county companies of state Grid social responsibility performance.The regression results show that there is a close correlation between the two,and customer satisfaction has a very significant positive impact on the performance of customer special social responsibility.The study found that improving product quality and service quality,striving to meet customer expectations and effectively enhancing customer satisfaction have a very strong positive impact on the implementation of customer special social responsibility of the county power supply company.Based on this,this paper tries to put forward the following policy suggestions to improve the performance of social responsibility of county companies of State Grid: first,enhance power supply service capacity and improve customer service experience;Second,strengthen the construction and operation of distribution network to improve the quality of customer electricity consumption;Third,standardize business process management and improve customer perception of electricity consumption;Fourth,to build a government-enterprise linkage mechanism to improve the quality of customer complaint service;Fifth,improve corporate internal governance and enhance customer value perception.The main innovations of this paper are as follows:(1)For the first time,the state Grid county company was introduced into the field of social responsibility research,reflecting the innovation of the research object;(2)Try to use hierarchical analysis and correlation analysis methods to investigate the impact of customer satisfaction on social responsibility performance,reflecting the innovation of research methods;(3)Put forward a package of targeted policy suggestions to enhance the social responsibility capacity of county companies of State Grid,reflecting certain application innovation.