摘要
供电企业为电力客户提供电力供应服务，并按照“先使用后付费”的方式
向客户收取用电费用。保障电力供应和电费回收是供电企业的基本业务和职
责。由于电力行业的特殊性，所有居民和单位在日常生活和营业办公方面都离
不开电力供应。因此，供电企业在电力能源供应领域具有一定的垄断性。供电
服务是一项重要的民生工程，社会赋予了供电企业更多的社会责任和义务。兼
有行业垄断和社会责任的公用事业单位，在保障社会基础性电力供应的同时也
应该为自身的客户提供优质的贴心服务。缴纳电费是供电企业提供的一项持续
性重要服务。因此尽力为客户营造方便快捷、安全可靠的缴费通道是供电企业
无可推卸的重要义务。电力客户对缴费的便捷性、安全性和服务品质的满意程
度成为社会大众衡量和评价供电企业的一个基本标准

供电企业是以盈利为目的的企业，在提供优质服务的同时必须实现电费快
速回收，有效控制企业的运营成本。现今最大的运营难题是因为客户的缴费习
惯不同，选取的缴费渠道各异，而导致拖欠费现象较为严重，电费回收困难

因此在为居民和单位提供高质量、精细化服务的同时保障供电企业快速回收电
费，有效控制运营成本，是供电企业亟待解决的一个问题

本文以电力客户缴费行为的两个主要维度(缴费时间和缴费渠道)为分类变
量，将居民电力客户细分为七大类客户群体。通过对七大类客户缴费数据进行
统计分析，找出电力缴费的规律，比较七大类客户的差异之处，发现了客户群
体分别具有缴费理念不强、粘合度高、习惯性强和空闲时间依赖性高等特征，
为供电企业提出了构建以银行代扣渠道为主自助渠道为辅的缴费体系和建立实
时客户提醒系统，及时发送有效信息等改进策略和建议。并从控制运营成本和
快速回收电费的角度分析，提出引导缴费渠道、进行缴费激励和建立电费回收
名录告警数据库等方案，为供电企业优化自身服务和提高运营能力带来一定的
帮助

关键词：电力客户， 缴费行为， 客户细分， 服务提升III
Power Customer Segmentation Based on payment behavior
and upgrading service research
Abstract
Power supply enterprises provide power supply for electric power customers service, and in
accordance with the first use after the pay electricity charged with electricity costs. Power supply
and electricity recovery is the basic business and responsibilities of power supply enterprises. Both
the industry monopoly and social responsibility of public utility units, the enterprises should also
provide high quality service for their customers. The payment of electricity is an important service
provided by the power supply enterprise, so try to build a convenient, safe and reliable payment
channel for the customers is an important obligation of the power supply enterprise. The
convenience, security and service quality of the customers have become a basic standard for the
public to measure and evaluate the power supply unit.
Power supply enterprise is also a profit-making enterprise.In control of their operating costs
and provide quality service is also important. The biggest problem today is the late
fee phenomenon is more serious,because of the different customer&39;s payment habits and the
selection of payment channels are different, and lead to difficult recovery of electricity, Therefore,
how to provide high quality and fine service for the majority of residents and all enterprises, and
protecting the power supply enterprise fast recovery of electric charge, effective control of
operating costs is a problem urgently to be solved of power supply enterprise.
In this paper, the power customer segmentation is divided into seven categories with two main
classification variable: payment time and payment channels . Through the collection of annual
detailed payment data for a comprehensive statistical analysis, predicting the periodic and
regularity of electricity payment, comparing the difference between the seven classes of customers,
looking for all types of customers behavior and psychological characteristics, to provide customers
with better service improvement strategies and Suggestions for the power supply enterprise.
Through the analysis of control costs and the rapid recovery of electricity, give some advice to
power supply enterprises,such as proposed to guide the payment channels and payment incentives
and building electricity recycling directory alarm database scheme.
Key Words：Electric power customer, payment behavior, customer segmentation,
service improvementIV
目 录
引 言...........1
1 绪论... 2
1.1 研究背景 ....... 2
1.2 研究意义与目的....... 3
1.3 研究内容与结构框架........... 4
2 文献综述 ...... 5
2.1 客户细分理论 ........... 5
2.2 电力客户细分的方法........... 6
2.3 国内外研究现状....... 8
2.3.1 国外相关研究8
2.3.2 国内相关研究8
3 电力客户分类........ 11
3.1 电费回收滞后带来的经济损失.... 11
3.2 电力客户分类的目标......... 11
3.3 按缴费日期划分的客户缴费情况 12
3.3.1 按缴费日期划分的客户...... 12
3.3.2 不同日期客户缴费情况的对比 ..... 13
3.4 按缴费渠道划分的客户缴费情况 14
3.4.1 主要缴费渠道的概述.......... 14
3.4.2 不同缴费渠道的对比.......... 15
3.4.3 不同缴费渠道的优缺点...... 16
3.5 电力客户分类的维度......... 17
3.6 电力客户的七大分类......... 17
3.7 本章小结 ..... 18
4 电力客户缴费数据的统计分析... 19V
4.1 宁波地区居民客户的总体概况.... 19
4.2 第一类客户的统计分析..... 19
4.3 第二类客户的统计分析..... 23
4.4 第三类客户的统计分析..... 25
4.5 第四类客户的统计分析..... 26
4.6 第五类客户的统计分析..... 2
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