Research of electricity customer satisfaction evaluation based on service blueprint
Effective customer satisfaction investigation is a very important precondition for power supply enterprise to win in the market competition. It is the problems need to be solved for power supply enterprise how to use advanced and practiced method to evaluate electricity customer satisfaction and how to use the evaluation result to improve the service. This paper designed an electric customer satisfaction evaluation index system based on the service blueprint theory, which covered every process of the electric customer service. In order to avoid the problem of weight identity and consider the affection of information quality to weight, authors constructed a model of customer satisfaction comprehensive evaluation based on the entropy-weighting method. In the end authors performed a simulation to show the validity.
power supply enterprise customer satisfaction service blueprint entropy-weighting method
LIU Bao-hua ZHANG Ting ZHOU Wen-yu CHEN Xiao-liang
Marketing, State Grid Corporation S.G Beijing, China North China Electric Power University NCEPU Beijing, China
国际会议
上海
英文
2007-09-21（万方平台首次上网日期，不代表论文的发表时间）