基于模糊理论的电力客户满意度综合测评

Comprehensive evaluation of the power customer satisfaction based on fuzzy theory

电力企业需树立“以客户满意为核心”的市场营销观念,因而合理建立全面的评价指标体系,计算电力客户满意度指数至关重要。借鉴国内外客户满意度相关理论,从产品质量、服务质量、电价、公司形象、与客户关系5个方面构造电力客户满意度评价指标体系。以客户统计调查表为基础,运用模糊数学方法,构建基于模糊理论的多目标、2层次电力客户满意度综合测评模型。电力产品质量指标的简化分析算例表明了所提方法的有效性。

Power enterprises need to build up the conception of marketing based on the satisfaction of customers. So it is important to build up general evaluation system and compute the index of customer satisfaction. Using the experience of some internal and external theory about the degree of customer satisfaction, the paper builds the evaluation index system of the degree of customer satisfaction from five factors of product quality, service quality, power rate, company image, relationship with customers. Using fuzzy mathematics, the paper establishes the comprehensive evaluating model of the customer satisfaction based on customer statistical questionnaire. The simplified analytical example of power product quality index shows its effectiveness.