基于四分图模型的电力客户服务实证分析

An Empirical Analysis of Power Customer Services Based on Quadrifid Graph Model

将四分图模型应用于电力客户服务评价领域,构建电力客户服务测评体系.通过问卷调查的方法对南京地区电力客户服务情况展开调研,确定各指标因素的重要度和满意度,据此构造四分图模型进行评价,指出南京地区电力客户服务因素中的优势因素、改进因素、机会因素和维持因素,并针对改进因素提出具体改进建议.

Quadrifid Graph Model is used to evaluate power customer services to build a measurement system for power customer services. The satisfaction and importance of factors that affect Power Customer Service in Nanjing area are surveyed by using questionnaires. Accordingly, a quadrifid graph is drawn to evaluate those factors. It is pointed out that such factors are divided into four categories： advantage factors, improvement factors, opportunity factors and maintenance factors. Some suggestions on improvement factors are provided.