本文首先以客户满意度理论为基础，通过文献研究法，通过纵向、横向
两个层面提出了用户满意度的概念，从国内外相关模型的对比，阐述了提高
用户满意度的切实可行的办法；同时由于 X 公司为供电企业，本文主要围绕
X 公司的用电客户，通过问卷调查形式，分析研究 X 供电公司的客户满意度
现状，分析该公司客户服务管理中存在的主要问题，并提出了相应的提升策
略及方法

通过以上分析，本文认为，应从两个方面入手提升用电客户满意度。其
一，从内部员工入手，通过建设精神意识文化提升内部员工的满意度，以及
通过提高物质生活文化提升员工满意度；其二，从外部用电客户入手，通过
一系列的提升策略，提升用户感知以及服务感知。在 X 供电公司客户满意度
提升策略的实施方面，本文提出以下建议：保证 X 供电公司供电质量和供电
可靠性，提升营销服务人员的素质和服务的质量，加强 X 供电公司外在形象
的品牌建设和宣传，建立用电客户投诉和回访机制，进一步加强公司自身服
务社会、贡献社会的意愿

本文通过对 X 供电公司客户满意度现状的分析和研究，力求从理论联系
实际的角度，探寻一套适合 X 供电公司客户满意度提升的思路和方法，以提
升 X 供电公司的管理水平，提高企业经济效益，努力为供电企业对用户满意
度的提升找出有价值参考

关键词：供电企业；电力客户满意度；供电质量；提升策略II
Abstract
As an important part of the social service industry, power supply enterprises
not only bear the mission of guaranteeing the stable social activities, but also
share the characteristics of all service industries. Therefore, it is more and more
important for power supply enterprises to provide stable power and high quality
service.
Firstly, based on the theory of customer satisfaction, this paper puts forward
the concept of user satisfaction through literature research method and vertical
and horizontal aspects. The comparison of relevant models at home and abroad
elaborates practical ways to improve customer satisfaction. At the same time,
since X Company is a power supply enterprise, this paper focuses on the
customers of X company, analyzes the current situation of X company&39;s customer
satisfaction through questionnaire, analyzes the main problems in the company&39;s
customer service management, The promotion strategy and method.
Through the above analysis, this paper argues that we should start with two
aspects to enhance customer satisfaction. Firstly, starting with internal staff,
improving the satisfaction of internal staff through building a culture of spiritual
awareness, and enhancing employee satisfaction by improving the material and
cultural life. Second, starting with external electricity customers and through a
series of upgrading strategies, Perception and service awareness. In the
implementation of X company&39;s customer satisfaction promotion strategy, this
paper puts forward the following suggestions: to ensure the power supply
company X power supply and reliability of power supply, improve the quality of
service personnel and service quality, strengthen the brand building of X power
supply company&39;s external image And publicity, establish customer complaints
and return visit mechanism, to further strengthen the company&39;s own service to
society, the community&39;s willingness to contribute.
Based on the analysis and research on the current situation of customer
satisfaction of X Power Supply Company, this paper tries to explore a set of ideas
and methods for customer satisfaction X Power Supply Company to improve the
management level of X Power Supply Company Economic benefits, and strive
for the power supply enterprises to enhance customer satisfaction to find value
reference.III
Keywords:Power supply enterprises; Power customer satisfaction; Power quality;
promotionstrategy.I
目录
1.引言 ...... 1
1.1 问题的提出与研究的意义1
1.1.1 问题的提出 ..... 1
1.1.2 研究的意义 ..... 2
1.2 国内外研究现状 .... 3
1.2.1 国外研究现状 . 3
1.2.2 国内研究现状 . 4
1.3 研究的方法与过程6
1.3.1 研究目标......... 6
1.3.2 研究内容......... 6
1.3.3 研究方法......... 7
1.3.4 研究过程......... 7
2 .相关理论综述 . 9
2.1 客户满意 ... 9
2.2 客户满意度 9
2.2.1 卡诺模型....... 10
2.2.2 菲利普.科特勒提出的的定义 .......... 10
2.3 客户满意度的特征 ...........11
2.4 客户满意度的重要性 .......11
2.5 客户满意度的理论模型 .. 12
2.5.1 瑞典客户满意度指数（SCSB）模型 .......... 12
2.5.2 美国客户满意度指数（ACSI）模型 ........... 12
2.5.3 欧洲客户满意度指数（ECSI）模型 ........... 12
2.5.4 中国学者改进的客户满意度指数（CSI）模型 ...... 13
2.6 客户满意度的影响因素 .. 13
3 .X 供电公司客户满意度现状调查及问题分析 ......... 15
3.1 X 供电公司概况 .. 15
3.2 X 供电公司电力客户现状 .......... 17
3.3 调查问卷的设计与结果分析 ...... 18
3.3.1 调查问卷的设计 ....... 18
3.3.2 问卷调查的实施 ....... 20
3.3.3.调查结果与分析 ....... 21II
3.4X 供电公司电力客户服务管理存在的主要问题24
4 提升 X 供电公司客户满意度的对策 29
4.1 内部员工满意度提升对策 ......... 29
4.1.1 基础管理绩效 ........... 29
4.1.2 提升素质....... 29
4.2 外部电力客户满意度提升对策 .
。。。以上简介无排版格式，详细内容请下载查看