云南民族大学学报（自然科学版）2017，Vol.26Issue(4)：331-334,4.DOI:10.3969/j.issn.1672-8513.2017.04.016
基于AHP的电网企业客户用电满意度模糊综合评价——以湖南省电力公司为例
Fuzzy comprehensive evaluation of customer satisfaction on power suppliers based on AHP method:A study of the power companies in Hunan province
摘要
Abstract
In this paper,the questionnaire of customer satisfaction on power suppliers is designed.The evaluation indicator system of customer satisfaction on power suppliers including perceived difference,quality perception,value perception,evaluation perception,customer expectations and customer loyalty,is firstly put forward.Then Analytic Hierarchy Process (AHP) is used to determine the weight of each indicator.According to these indicator weights,a fuzzy comprehensive evaluation model is used to evaluate the comprehensive customer satisfaction index of large industrial users,general industrial and commercial users,urban residents and rural residents in six cities of Hunan province.Finally,this paper analyzes the influencing factors of customer satisfaction and provides some suggestions for power suppliers to improve their customer satisfaction.关键词
用电满意度/AHP/评价指标体系/模糊综合评价Key words
satisfaction on power suppliers/AHP/evaluation index system/fuzzy comprehensive evaluation分类
自科综合引用本文复制引用
刘潇潇,廉国海,郭馨泽,罗志坤,尹阳阳..基于AHP的电网企业客户用电满意度模糊综合评价——以湖南省电力公司为例[J].云南民族大学学报（自然科学版）,2017,26(4):331-334,4.基金项目
国网湖南省电力公司科技专项资金(5216A515002T). （5216A515002T）
