Research On Service Quality Improvement Strategy Of TY Power Supply Company

As a large public welfare state-owned enterprise,the power supply company takes "people’s electricity industry for the people" as its corporate purpose and is tasked with optimising the business environment and improving the level of power supply services.With the fast track development of the social economy,power supply services are characterised by diversified customer types,personalised service needs,lean equipment management and intelligent application interaction.At present,power supply service personnel have insufficient business level,sloppy service standards and slow response speed,making it difficult to meet the increasing service demands of customers.This thesis takes the current situation of customer service quality of TY Power Supply Company as the basis of the study,and explains the current policy requirements,development situation and customer characteristics faced by TY Power Supply Company.By collating and compiling the results of TY Power Supply Company’s service work orders and customer questionnaires in 2021,the thesis shallowly analyses the current problems in terms of service concept,service channels and service attitude from the business level of TY Power Supply Company.Then,based on the theoretical basis of the service quality gap model,the five service quality gaps faced by TY Power Supply Company are discussed in depth.Finally,based on the five service quality gaps,the objectives of service quality improvement are clarified and improvement measures and strategies are proposed to promote the improvement of service quality and customer service satisfaction of TY Power Supply Company.This thesis is relevant to the monopoly and public welfare characteristics of the TY Power Supply Company,and can provide reference for the improvement of service quality in the same type of industry.