摘要
近年来，供电企业改革如火如荼的进行，社会经济飞速向前发展和人民群众生活
水平日益改善，人民大众对电力服务质量越来越重视。国网河南省电力公司下属的 X
供电公司在新的发展态势下，机遇与挑战并存。X 供电公司急需解决的重要问题就是
如何设计和制定符合本公司实际情况的优质服务改善措施，提高客户服务水平和客户
服务质量

本论文以客户满意度和优质服务理论作为工具，通过分析客户在有形性、可靠性、
响应性、保证性、移情性五个方面的满意度，提出供电公司优质服务体系框架。通过
文献研究法、问卷调查法、案例研究法、理论归纳演绎法对 X 供电公司的客户满意
度现状进行分析，并利用 SERVQUAL 测评量表对 X 供电公司优质服务体系客户满意度
进行评价，诊断 X 供电公司当前优质服务管理中存在的突出问题，并提出了优质服
务体系的优化措施，主要优化措施包括 7 个方面：（1）采取降低投诉率工作措施；（2）
提升优质服务水平；（3）规范供电所管理；（4）规范突发服务事件协同处置；（5）夯
实供电服务基础；（6）深化低压设施抢修运维；（7）优化营业网点布局

本文通过对 X 供电公司客户满意度优质服务体系方面的研究，力求从理论和实践
两方面探寻一套适合供电公司客户满意度提升的路径和措施，并借此提高 X 供电公司
的优质服务水平，提高供电公司的经济收益，同时给其他区域的供电公司客户满意度
优质服务体系的构建提供理论参考

关键词： 供电公司；客户满意度；优质服务；体系应用Abstract
In recent years, the reform of power supply enterprises in full swing, the rapid
development of social and economic development and the people&39;s living standards are
improving, the people pay more attention to the power service quality. X power supply
company under the State Grid Henan Electric Power Company have both opportunities and
challenges in the new development trend. X power supply companies need to address the
important issue is how to design and develop in line with the actual situation of the
company&39;s quality service improvement measures to improve customer service and
customer service quality.
This paper make customer satisfaction and high quality service theory as a tool,
through analyzing the customer in the tangible, reliability, responsiveness, assurance,
empathy of the five aspects of satisfaction, put forward the power supply company quality
service system framework. The customer satisfaction degree of X power supply company
is analyzed by literature research method, questionnaire survey method, case study method
and theoretical induction deduction method. The customer satisfaction of X-powered
company&39;s quality service system was evaluated by using the SERVQUAL evaluation scale,
and the outstanding problems in the current service management of X-powered companies
were diagnosed, and the optimization measures of the quality service system were put
forward. The main optimization measures included seven aspects: (1) to reduce the rate of
complaints measures; (2) to enhance the quality of service; (3) to regulate the management
of power supply; (4) to standardize the joint service incident coordination; (5) to reinforce
the power supply service base; (6) to deepen the low-voltage facilities repair operation and
maintenance (7) optimize the business network layout.
In this paper, through the research on the service system of customer satisfaction of X
power supply company, we try to explore a set of path and measures to improve the
customer satisfaction of power supply companies from both theoretical and practical
aspects, and to improve the service level of X power supply company, improve the
economic benefits of power supply companies, and provide theoretical reference for theconstruction of quality service system of customer satisfaction in other regional power
supply companies.
Keywords: power supply company customer satisfaction quality service
system application目 次
第一章 引言 ........... 1
1.1 研究背景及意义. 1
1.1.1 研究背景... 1
1.1.2 研究目的和意义.. 1
1.2 国内外研究综述.. 3
1.2.1 客户满意度........... 3
1.2.2 优质服务.. 4
1.3 研究内容及方法. 6
1.3.1 研究的主要内容.. 6
1.3.2 技术路线图.......... 8
1.3.3 研究方法... 9
第二章 相关概念界定 ... 10
2.1 客户满意度的相关概念 10
2.1.1 客户满意度......... 10
2.1.2 客户满意度的特征........ 10
2.1.3 客户满意度的影响因素 11
2.1.4 供电公司客户类型及特征......... 12
2.2 供电优质服务... 13
2.2.1 供电优质服务的概念.... 13
2.2.2 供电优质服务的分类.... 14
2.3 供电优质服务体系的评价模型........... 15
第三章 基于客户满意度的供电公司优质服务体系构建 ........... 17
3.1 优质服务体系构建的思路和目标........ 17
3.1.1 总体思路 17
3.1.2 总体目标 17
3.2 供电公司优质服务体系构建.... 18
3.3 供电公司优质服务体系指标说明....... 19
第四章 X 供电公司优质服务体系评价.. 23
4.1 X 供电公司基本情况介绍........ 23
4.2 X 供电公司优质服务业务构成 24
4.3 X 供电公司优质服务体系客户满意度现状调查 ........ 2
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