| 供电企业客户满意度指数模型及改进研究 |
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| 引用本文： | 吴英姿.供电企业客户满意度指数模型及改进研究[J].华东电力,2006,34(1):76-78. |
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| 作者姓名： | 吴英姿 |
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| 作者单位： | 上海市电力公司,市东供电公司,上海,200122 |
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| 摘 要： | 介绍了供电企业实施的顾客满意度测评所采用的满意度指数模型、设定满意度指标体系所遵循的原则以及上海电力公司客户满意度测评的指标体系,并对现有满意度的方法在实际应用基础上的进行总结分析,提出改进和完善的基本思路.
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| 关 键 词： | 供电企业 顾客满意度 服务质量体系模型 评价机制 |
| 文章编号： | 1001-9529(2006)01-0076-03 |
| 修稿时间： | 2005年12月4日 |
Customer satisfaction index model for power supply enterprises and its improvement |
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| WU Ying-zi.Customer satisfaction index model for power supply enterprises and its improvement[J].East China Electric Power,2006,34(1):76-78. |
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| Authors: | WU Ying-zi |
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| Abstract: | The customer satisfaction index(CSI) model adopted for customer satisfaction degree evaluation implemented by power supply enterprises,the principles for establishing the CSI system,and the index system for customer satisfaction degree evaluation in SMEPC are introduced.The current CSI evaluation methods are summarized and analyzed based on practical application,and improvement suggestions are put forward. |
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| Keywords: | power supply enterprise customer satisfaction degree service quality system model evaluation mechanism |
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