统筹城乡发展背景下的城乡生活供水用户满意度实证分析——以镇江市为例

Empirical Research on Customer Satisfaction for Urban and Rural Tap Water Supply Enterprises under the Background of Coordination Urban and Rural Development——A Case Study in ZhenJiang City

在统筹城乡基础设施发展战略的基础上,要实现城乡供水一体化,就需要综合优化整合城市供水系统及农村供水系统,满足用户的供水需求,提高城乡居民生活用水满意度。基于此,本文以镇江市为例,采用问卷法和访谈法,对城乡生活供水用户满意度进行调查;然后,采用层次分析法确定城乡生活供水用户满意度评价指标体系及其权重,建立模糊综合评价矩阵,计算出城乡供水用户对供水产品和服务的满意度。通过对计算结果的分析,了解城乡生活供水用户满意状况,并揭示出影响供水用户满意度的关键因素,得出主要结论。最后,根据调查成果和分析结论,针对现有的城乡供水系统,提出相应的改进措施,为相关部门推进城乡供水一体化提供一定的参考依据。

Under the background of coordination urban and rural infrastructure development strategy, it is necessary to achieve the integration of urban and rural water supply system, this need to optimize the integration of comprehensive urban water supply systems and rural water supply systems tO meet the needs of users and improve urban and rural customer satisfied degree. Based on this background, firstly, this paper use the results of satisfaction surveys and interviews on the customers of urban and rural water supply system in Zhenjiang; then construct the judgment matrix and calculate the index weights by using AHP-fuzzy method ; lastly, calculate customer satisfaction degree for products and services of the urban and rural water supply enterprises. According to the results of the analysis which reveals the key impact of customer satisfaction factors, this paper reached the main conclusions. Finally, according to survey results and analysis of the conclusions, in view of the existing water supply systems in urban and rural areas, this paper provide the corresponding improvement measures for the relevant departments to promote the integration of urban and rural water supply to provide a frame of reference.