电力系统及其自动化学报2017，Vol.29Issue(6)：70-77,8.DOI:10.3969/j.issn.1003-8930.2017.06.011
供电企业客户满意度分析
Customer Satisfaction Analysis of Power Supply Enterprise
摘要
Abstract
Considering the urgent demand of the improvement of customer satisfaction from power supply enterprises, systematic solutions are put forward from aspects including index analysis,objective formulation and measures. At first, the essence of customer satisfaction is described,and a customer satisfaction model for power supply enterprises is es-tablished. A fuzzy comprehensive evaluation method is used to evaluate the quantitative and qualitative customer satis-faction indexes,and the method of obtaining customer satisfaction scores is given. Furthermore, the score ranges of cus-tomer satisfaction are analyzed,and the score of customer satisfaction that maximizes the comprehensive benefit of pow-er supply enterprises is determined. Finally,the relationship between customer satisfaction and other key indexes of power grid is analyzed,and the measures using customer satisfaction to promote the development of power grid are put forward.关键词
客户满意度/指标/企业综合效益/模糊评价Key words
customer satisfaction/index/comprehensive benefit of enterprise/fuzzy evaluation分类
信息技术与安全科学引用本文复制引用
徐科,刘丽霞,刘树勇,梁文举,王皓宇,刘洪..供电企业客户满意度分析[J].电力系统及其自动化学报,2017,29(6):70-77,8.基金项目
国网天津市电力公司科技资助项目(世界一流城市供电网关键指标体系及评价方法深化研究) （世界一流城市供电网关键指标体系及评价方法深化研究）
