摘要
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西北大学硕士学位论文
摘要
电力行业是关系到国计民生的重要基础性行业，对供电企业而言，大客户不仅与企
业利润和声誉关系最为密切，而且对地区经济发展和社会稳定具有重要影响。在电力体
制改革进一步推进和“碳达峰”“碳中和”战略决策的双重背景下，电力企业如何提高
服务质量进而提升大客户满意度就成了必须思考的问题。
本文以 XY供电公司为典型案例，梳理并参考了电力企业客户满意度的发展演变，
以服务质量模型（SERVQUAL）为理论依据，从有形性、可靠性、响应性、保证性、移
情形等五个方面建立了大客户服务质量满意度评价指标体系。结合 XY供电公司一手数
据，用模糊综合评价法计算了大客户服务质量满意度指数，结果表明该公司大客户服务
质量满意度介于一般和较好之间，还有很大提升空间，其主要问题体现在可靠性、响应
性和移情性三个方面。针对评价结果反映的问题，本文提出了 XY供电公司大客户服务
质量满意度提升的五项对策，包括提升大客户供电可靠性、加强大客户电费抄核收管理、
改善大客户故障抢修服务水平、改善用电报装及业务变更服务、推进大客户服务营销。
最后，为了使得各项满意度提升的措施能够得到顺利实施，同时还从制度、沟通、人员
三个方面提出了保障措施。
本文的研究成果可以用来指导 XY供电公司的大客户管理工作，对提升大客户服务
质量满意度具有帮助作用。同时，本文的研究思路和方法也可以为其他电力企业的服务
管理提供一些参考。
关键词：供电企业；大客户；服务质量；满意度
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ABSTRACT
ABSTRACT
The power industry is an important basic industry related to the national economy and
people's livelihood. For power supply companies, large customers are not only closely related
to corporate profits and reputation, but also have an important impact on regional economic
development and social stability. Under the dual background of the further advancement of
the power system reform and the strategic decision-making of "carbon peak" and "carbon
neutrality", how electric power companies can improve service quality and thereby increase
customer satisfaction has become a problem that must be considered.
This article takes XY power supply company as a typical case, combs and refers to the
development and evolution of power enterprise customer satisfaction, and takes the service
quality model (SERVQUAL) as the theoretical basis, from the five aspects of tangibility,
reliability, responsiveness, assurance, and shifting situations. In all respects, an index system
for evaluating service quality satisfaction with major customers has been established.
Combined with the first-hand data of XY Power Supply Company, the key customer service
quality satisfaction index was calculated using the fuzzy comprehensive evaluation method.
The result showed that the company’s key customer service quality satisfaction is between
average and good, and there is still a lot of room for improvement. The problem is reflected in
the three aspects of reliability, responsiveness and empathy. In response to the problems
reflected in the evaluation results, this article proposes measures to improve the service
quality satisfaction of XY Power Supply Company’s major customers, including improving
the reliability of major customers’ power supply, strengthening the management of major
customers’ electricity bills, improving the service level of major customer fault repairs, and
improving usage. Telegram installation and business change services, and promotion of major
customer service marketing. Finally, in order to enable the smooth implementation of various
measures to improve satisfaction, safeguard measures have also been proposed from three
aspects: system, communication, and personnel.
The research results of this article can be used to guide the management of key customers of
XY Power Supply Company, and it is helpful to improve the satisfaction of key customers'
service quality. At the same time, the research ideas and methods in this article can also
provide some references for the service management of other power companies.
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