供电服务质量属性分析及其对居民客户满意感影响程度研究

在垄断地位逐渐消失、竞争市场日渐形成、优质服务呼声高涨的现实背景下,供电行业迫切需要了解供电服务质量属性的构成因子及各因子对居民客户满意感的影响程度。笔者借助因子分析和逐步回归分析方法,通过实证分析提出供电企业服务质量属性的三个构成因子,即业务因子、服务环境因子及电能形象因子。在此基础上,深入探索了三个因子对居民客户满意感的影响程度,提出提高供电企业客户满意感的建议。

The Analysis of the Service Quality Attributes and Effects on Residential Customers' Satisfaction in Power Supply Industry

In order to enhance the customers' satisfaction,it is urgent for power supply industry to learn the main factors affecting the service quality attributes and the factors influencing on the residential customers in the context of gradually disappearing monopoly,emerging competition and the demand for high quality services.By factor analysis and stepwise regression analysis,this paper puts forward that the three main factors,that is,business factors,service environment factors and power image factors,consist ...