基于SERVQUAL模型的供电服务质量感知系统设计

Design of power supply service quality perception system based on SERVQUAL model

为有效提升电力企业的供电服务质量,设计了基于SERVQUAL模型的供电服务质量感知系统。在分析电力企业供电服务过程的基础上,设计系统的信息管理、外部感知评价、内部感知评价、综合感知评价以及感知评价结果五大模块;并在综合感知评价模块中构建供电服务质量感知评价体系,获取供电服务质量感知评价指标,确定供电服务质量感知值和电力系统用户期望值,采用主成分分析法计算用户期望值和实际感知值之间的差值,构建供电服务质量感知评价模型,完成基于SERVQUAL模型的供电服务质量感知系统设计。仿真结果表明,设计系统获得的评价结果与实际调查结果之间的差值较小,供电服务质量感知评价效果较好。

In order to effectively improve the power supply service quality of power enterprises,a power supply service quality perception system based on SERVQUAL model is designed. Based on the analysis of the power supply service process of power enterprises,five modules of the system are designed:information management,external perception evaluation,internal perception evaluation,comprehensive perception evaluation and perception evaluation results;In the comprehensive perception evaluation module,the power supply service quality perception evaluation system is constructed,the power supply service quality perception evaluation index is obtained,the power supply service quality perception value and the power system user expectation value are determined,the principal component analysis method is used to calculate the difference between the user expectation value and the actual perception value,and the power supply service quality perception evaluation model is constructed,the design of power supply service quality perception system based on SERVQUAL model is completed. The simulation results show that the difference between the evaluation results obtained by the design system and the actual survey results is small,and the perceived evaluation effect of power supply service quality is good.