摘要
供电服务质量是电力客户对供电服务质量的预期同其实际感受的供电服务水平或体验质量的对比,它由服务的产出质量-电能质量与服务过程质量两方面构成,树立全面质量管理观,提高供电服务质量客户满意度,要求供电企业注意服务质量管理的全员参与性与全过程性,加强企业服务文化建设,激励员工参与和受教育以及建立健全供电服务的质量监督体系。
Power supply quality is a comparison made by electric power customer between his anticipated quality of power supply service and the practically felt quality of power supply semite or experienced quality. Power supply quulity is made up of output quality-the quality of electric energy and the quality of service process. To set up a total quality management view and to improve customer satisfaction of power supply service quality, it is necessary for power utilities to pay attention to overall involvement of total staff and to every specific process： to strengthen the construction of organizational service culture and to give incentives to their employees for engagement and education as well as establishment of quality supervision system on power supply service.
出处
《电力技术经济》
2005年第5期54-56,59,共4页
Electric Power Technologic Economics
关键词
服务质量
全面质量管理
客户满意度
服务文化
service quality
total quality management
cus omcr satisfaction
service culture
