广州萝岗供电局大客户满意度的调查与评价分析

电力体制改革和市场供求关系的变化使供电企业开始认识到只有真正提高服务质量才能实现自身的可持续发展，而服务质量的评价是提高服务质量的前提，基于此本文对供电企业大客户满意度的综合评价体系进行研究。基于广州电力供应的特殊性，本文针对萝岗供电局的实际，建立了适当的大客户满意指标评价体系，并对各满意度指标的计算方法和模糊熵权处理做了系统研究。在对萝岗实际抽样调查数据分析的基础上，得出萝岗供电局大客户满意度不高的结论，为萝岗供电局未来拓展市场、提高服务质量提供了有效依据。

Investigation and Evaluation on Power Big Customer Satisfaction Degree of Guangzhou Luogang Power Supply Bureau

With the deep reform of power system and change of relationship between power supply and demand,power supply enterprise realizes it is important to improve service quality.Accurate service quality evaluation is the presupposition of improving service quality.Accordingly,the author made a research on Big Customer Satisfaction Degree comprehensive evaluation system for power supply enterprise.According to the particular situation of Guangzhou power supply and the current service quality in Guangzhou Luogang Power Supply Bureau,the paper puts forward a proper Big Customer Satisfaction Degree index evaluation system and presents a new method to calculate each index into Fuzzy entropy weight.Based on the analysis of holistic survey data,the paper presents the Big Customer Satisfaction Degree in Guangzhou Luogang Power Supply Bureau is not very high.It can help Guangzhou Luogang Power Supply Bureau improve its service quality and promotion level.