基于AHP的电网企业客户用电满意度模糊综合评价——以湖南省电力公司为例

Fuzzy comprehensive evaluation of customer satisfaction on power suppliers based on AHP method: A study of the power companies in Hunan province

设计了电网企业客户满意度问卷,从感知差异、质量感知、价值感知、评价感知、客户期望和客户忠诚6方面构建了电网企业客户用电满意度的评价指标体系,并利用层次分析法(AHP)确定了各项指标权重;在此基础上,以湖南省6个地区为例,运用模糊综合评价法,计算出大工业用户、一般工商业用户、城市居民、农村居民四类用户的综合客户满意度指数,分析了客户满意度的影响因素,为电力企业提高用户满意度提供参考和依据.

In this paper, the questionnaire of customer satisfaction on power suppliers is designed. The evaluation indicator system of customer satisfaction on power suppliers including perceived difference, quality perception, val-ue perception, evaluation perception, customer expectations and customer loyalty, is firstly put forward. Then Ana-lytic Hierarchy Process （ AHP） is used to determine the weight of each indicator. According to these indicator weights, a fuzzy comprehensive evaluation model is used to evaluate the comprehensive customer satisfaction index of large industrial users, general industrial and commercial users, urban residents and rural residents in six cities of Hunan province. Finally, this paper analyzes the influencing factors of customer satisfaction and provides some sug-gestions for power suppliers to improve their customer satisfaction.