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本文以用户满意度指数(CSI)为核心,围绕用户期望、用户对供电服务质量的感知、用户对价值的感知、用户满意度、用户抱怨和用户忠诚展开,最终计算出居民用电满意度。随着电力行业的发展,市场化程度逐步提高,满意度调查只是电力企业在改革大潮中提高自身竞争力的方式之一,当电力体制改革真正走向深水区,加强品牌口碑,提高企业在产业全局和重要地区的竞争力将是行业的崭新课题。
In this paper, the CSI (Customer Satisfaction Index) is the core of this paper. Based on the user’s expectation, the user’s perception of the service quality of power supply, the user’s perception of value, user satisfaction, user complaints and user loyalty, this paper calculates the household electricity satisfaction. With the development of the power industry, the degree of marketization has gradually increased. Satisfaction surveys are only one of the ways for power companies to improve their competitiveness in the tide of reform. When the power system reform really goes to deep water areas, it strengthens the brand reputation and improves the enterprises’ And important areas of competitiveness will be the industry’s new topic.