用电客户报修与投诉的影响因素分析

Analysis on the Influencing Factors of Customer’s Repair and Complaint

分析表明,季节性特征、用户电力认知、情感表现是驱动投诉行为的主要外因,供电质量问题、故障抢修效率是引发客户投诉的主要内因,研究成果对降低客户报修转投诉率具有重要参考价值。

The results show that the main reason of customer complaint is the customer’s perception of the power supply quality,and the main reason of customer’s complaint is the customer’s perception of power supply quality.