摘要
随着市场经济的高速发展，电力企业从行政职能部门转化为国家企业，进入
市场竞争，电力企业也进行了管理改革。电网企业秉承“以市场为导向，以客户
为中心”的经营理念，打造以客户满意度为中心的新型服务体系。电能的计量作
为企业经营的中心环节和连接客户和企业的桥梁，与用户的利益息息相关。对用
户满意度有着重要的影响作用。而电能计量是否准确、及时、公正都与电能表的
管理密不可分。电能表管理是影响用户满意度的一项重要工作，要企业把这项工
作放到重要的位置来考虑安排

本文以国网铜川市供电公司为研究对象，从电能表管理的角度出发，参考并
使用本人在营销部电能计量相关工作中的管理经验，同时利用图书馆和网络资源
广泛地收集资料，通过项目调研和系统分析等方法采纳各方意见，从电能表质量
管理、服务管理和客户满意度等方面进行了相关理论概述，结合铜川市供电公司
的现状，采用熵权法和模糊综合评价相结合的综合评价方法，建立铜川供电公司
电能表管理对电力用户满意度的影响评价模型，从电能表采购管理、质量管理、
售后服务管理以及组织管控四个方面设置指标层次体系，进行计算。结果证明，
电能表作为电力企业用来衡量用户用电量的仪表装置，与企业效益起直接影响，
更与用户的利益息息相关，电能表管理牵扯到电能表的生产企业各个生产环节，
也涉及到供电公司的售前、售后服务，对客户满意度起着至关重要的影响，也是
决定客户满意度的重要指标。最后本文对铜川市供电公司电能表管理现状从电能
表质量、管理、服务等方面提出改进措施，以此作为日后电能计量工作中提高服
务质量的主要内容，以期提高电力企业客户的满意度。在打破电力垄断以及互联
网+全面应用的今天，快速提升供电公司在同行业的竞争力

关键词：电能表管理；客户满意度；熵权法；综合评价华北电力大学硕士学位论文
II
Abstract
With the rapid development of market economy, the electric power enterprise
resolved the administrative functions into a national enterprise, take part in the market
competition, carried out the reformation of management. Power grid companies
adhering to the of business philosophy market-oriented, customer-focused, to create
new service system to customer satisfaction as the center. Electricity metering as a
central part of the business and a bridge between our customers and the enterprise, has
an important influence on user satisfaction. The veracity, promptness and fairness of
the electric energy measurement are watt-hour meter management is inseparable.
This paper is based on Tong Chuan City Electric Power Supply Company, from
the perspective of watt-hour meter management, reference the experience of work. At
the same time using library and network resources widely collected data, with the
methods of project research and system analysis methods to adopt the Suggestions of
the parties. It has carried on the summary of relevant theories from watt-hour meter
quality management, service management and customer satisfaction and so on,
combining with the status quo of Tong Chuan City Electric Power Supply Company,
using the method of entropy weight and fuzzy comprehensive evaluation of the
comprehensive evaluation method. Contribute the model that the influence of
watt-hour meter management to electric power customer satisfaction evaluation,
analysis four indexes from the influence of watt-hour meter procurement management,
quality management and after-sales service management and organization control, to
calculate. Results proved that the watt-hour meter is used to measure the
instrumentation of the user of electricity and directly affect the enterprise benefit more
is closely related to the interests of users. Watt-hour meter management involving
watt-hour meter production enterprise of each production link, also involves the
pre-sale and after-sales service of the power supply company. It plays an important
impact on customer satisfaction. At the same time we put forward the improvement
measures about the present situation of watt-hour meter management of Tong Chuan
City Electric Power Supply Company, in order to improve the electric power
enterprise customer satisfaction, and promote the competitiveness of the power supply
company. In breaking the power monopoly and the comprehensive application of
today, improve the competitiveness of power supply companies in the industry.
Keywords: Watt-hour meter management；Customer satisfaction；Entropy method，
Comprehensive Evaluation华北电力大学硕士学位论文
III
目录
摘要.... I
Abstract...........II
第1章绪论......1
1.1选题背景1
1.2研究目的及意义1
1.3国内外研究现状2
1.3.1电能表管理国内外研究现状.......2
1.3.2用户满意度影响国内外研究现状...........7
1.4主要研究内容.10
第2章电能表管理理论研究10
2.1电能表管理概述..........10
2.2电能表质量管理理论..10
2.2.1全面质量管理.......10
2.2.2质量管理的原则...11
2.2.3质量管理的基本要素.......13
2.2.4质量管理的功能...15
2.2.5电能表质量管理概述......15
2.3电能表服务管理..........16
2.3.1服务管理..16
2.3.2电能表服务管理概述......16
2.4电能表管理的客户满意度......17
2.4.1客户满意度...........17
2.4.2客户满意度的衡量指标..17
2.4.3电能表管理的客户满意度概述...18
2.5本章小结.........18
第3章铜川市供电公司电能表管理概况....19
3.1电能表管理对供电公司的必要性.
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