摘要
2015 年 3 月，《关于进一步深化电力体制改革的若干意见（中发〔2015〕9
号）文》出台，要求对电力行业进行体制深化改革，其中，九号文提出要还原电
力商品属性，构建市场化的电力市场，这在一定程度上会对国家电网公司及其
下属子公司构成一定影响。通过分析可知，未来的电力市场必然是“以市场为
导向，以客户为中心”的新型电力市场，提高客户满意度是实现“以客户为中
心”目标的重要手段

宁波供电公司作为电网企业与用户关系的重要纽带之一，如何提高客户满
意度，提高电力市场份额，从而提高售电量，是宁波供电公司必须重视的工作
之一。尽管目前对于客户满意度的研究众多，但由于电网企业由于其自身特殊
性，并没有对电力客户满意度进行深入研究，即使存在一些地区对电力客户满
意度模型进行了研究，但由于各地区间存在较大差异，所服务的客户也存在很
大的差异性，只有构建适用于当地的电力客户满意度评价模型，才能真正服务
于当地，帮助供电公司提高客户满意度，提高市场份额

通过对宁波供电公司客户服务工作的多年经验总结，结合客户满意度理论
基础，探索了客户满意度模型在电力客户满意度中的评价应用。论文整体可以
分为五个部分，具体如下：
第一，对论文的研究背景、意义进行了阐述，并总结归纳国内外在客户满
意度模型方面的研究成果，提出论文的研究框架和研究思路；
第二，对客户满意度的基本理论进行概述，分别从客户满意度的定义、理
论发展历程以及常用的理论模型进行概述，并对客户满意度的影响因素进行了
简要分析；
第三，以宁波供电公司为例，分析了当前该供电公司的客户满意度现状，
对客户投诉情况进行了深入分析，包括统计分析等，并对标优秀企业管理办
法，进行了差距分析；
第四，以平衡计分卡为理论基础，构建了“大营销”体系下电力客户满意
度评价指标体系，以网络层次分析法和模糊综合评价法为理论基础，构建了电
力客户满意度评价模型，并设计了一套综合评价流程；
第五，以宁波供电公司下属的某县公司电力客户为研究对象，通过收集数
据，并对基本数据进行标准化处理，结合计算所得权重结果，对电力客户满意华北电力大学硕士学位论文
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度进行综合评价，同时对评价结果进行偏差分析，并提出相关改进措施

关键词：客户满意度，平衡计分卡，网络层次分析法，模糊综合评价，偏差分
析华北电力大学硕士学位论文
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Abstract
In March 2015, Numerous opinions on the further deepening of the power
system were introduced, which requiring the power industry to deepen the reform of
the system. Among them, the ninth text proposed to restore the power of goods
attributes, build a market of electricity market, which to some extent will be the State
Grid Corporation and its subsidiaries constitute a certain impact. Through analysis,
the future of the electricity market must be market-oriented, customer-centric, and
to increase customer satisfaction is an important means to achieve customer-centric
goals.
Ningbo power company is one of the important link between the State Grid
Corporation and customer relationship, the Ningbo power company must give
attention to this work, that how to improve customer satisfaction, to improve
electricity market share, to increase sales of electricity. Although the study of
numerous customer satisfaction, but because of the power companies’ special nature,
and there is no electricity-depth study of customer satisfaction. Even though there are
some areas of the electricity customer satisfaction model, but due to the presence
across regions have big difference, customer service also has big difference. Only
applies to the local power customer satisfaction evaluation model can truly serve the
local power company and to help improve customer satisfaction and increase market
share.
Based on the years&39; experience of customer service work in Ningbo Power
Supply Company and the theoretical basis of customer satisfaction, this paper
explores the application of customer satisfaction model in the evaluation of power
customer satisfaction. The whole paper can be divided into five parts, as follows:
Firstly, on the research background, significance are described and summarized
the research results in terms of customer satisfaction model, proposed the research
framework and research ideas.
Secondly, overview the basic theory of customer satisfaction, respectively from
the definition of customer satisfaction, theory development process and an overview
of commonly used theoretical models, and briefly analyzed factors and customer
satisfaction.
Then, make Ningbo power companies as example, analysis of the current of the
power company&39;s customer satisfaction, and analysis customer complaints in-depth,
including statistical analysis, and conpare to excellent enterprise standard
management practices, carried out a gap analysis.
Then, with balanced scorecard as the theoretical basis, constructed power华北电力大学硕士学位论文
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customer satisfaction evaluation system under the Big Marketing, and network
AHP and fuzzy comprehensive evaluation methodas the theoretical basis, constructed
electricity customer satisfaction evaluation model and design a comprehensive
evaluation process.
Finally, make clients of the power company under the Ningbo county power
company for the study, conducted by collecting standardized data, and basic data,
combined with the weights calculated results, make the electricity customer
satisfaction comprehensive evaluation, while making deviation analysis of the
evaluation results, and propose some improvement measures.
Keywords: Customer Satisfaction; BSC; Network AHP; Fuzzy Comprehensive
Evaluation; Deviation Analysis华北电力大学硕士学位论文
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目 录
摘要 ........... I
AbstractIII
第 1 章 绪 论 ...1
1.1 研究背景及意义 ........1
1.1.1 研究背景 .........1
1.1.2 研究意义 .........1
1.2 国内外研究现状 ........2
1.2.1 国内研究现状 .3
1.2.2 国外研究现状 .4
1.3 论文研究框架 4
第 2 章 客户满意度基本理论 .6
2.1 客户满意与客户满意度 ........6
2.1.1 客户满意 .........6
2.1.2 客户满意度 .....7
2.1.3 客户满意度的特征 .....7
2.2 客户满意度的理论发展 ...........
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