供电服务质量体系模型的构建及评价

Evaluation and construction of model of power supply service quality system

介绍了国外供电企业实施的顾客满意度测评所采用的满意度指数模型和设定顾客满意度指标体系所遵循的基本原则。叙述了上海市电力公司顾客满意度测评指标体系的构建框架,并对现有顾客满意度的测评方法,应用后的总结与分析,提出了建立供电行业服务质量体系模型及三方评价机制,用以改进供电服务质量和增强供电服务能力。

The customer satisfaction degree index model adopted and implemented by the overseas power supply industries during the process of the customer satisfaction degree measurement and evaluation and also the basic principles followed by them during the setting of the customer satisfaction degree index are here recommended. The structure frame of the index system used by the Shanghai Municipal Electric Power Company for the measurement and evaluation of the customer satisfaction degree has also been described. The summarization and analysis of the application of the existing measurement and evaluation methods used to determine the customer satisfaction degree have been undertaken, suggesting that the service quality system model of the power supply industry and the 3-party evaluation mechanism should be established to improve the power supply service quality and to strengthen the power supply service capability.