基于双层聚类和模糊等级评定的客户侧供电服务评价

客观评价电网公司供电服务质量从而精确定位供电服务薄弱点，对提升客户侧供电服务水平具有重要意义。在此背景下，从客户诉求、责任归属、工单异动、服务处理方面构建了客户侧供电服务评价指标体系。接着，提出了基于熵权法和修正因子的指标权重确定方法，克服了熵权法的权重分配在指标值分布相似情况下不合理的情况。提出了基于改进理想点法和余弦相似度的供电服务质量综合评价方法，满足了供电服务质量全面性的要求。然后，提出了基于双层聚类和模糊理论的供电服务质量等级评定方法，以聚类结果作为等级评价的依据，克服了以往供电服务等级评价主观性较强的缺点。最后，以浙江省各电网公司服务质量为研究对象进行算例分析。结果表明所提出的客户侧供电服务评价方法能有效评价各供电公司服务水平，为服务整改方向提供参考。

Client-side power supply service evaluation based on two-level clustering and fuzzy comprehensive evaluation

It is important to evaluate power supply service quality objectively and then to locate weak points accurately to improve the power supply service level for clients. Given this background, a client-side power supply service evaluation index system is constructed from the aspects of customer demand, responsibility attribution, work order irregular change and service processing. An index weight determination method based on an entropy weight method and a correction factor is proposed to overcome any unreasonable weight distribution in the case of similar distrbution of index value; a comprehensive evaluation method of power supply service quality based on an improved Technique for Order Preference by Similarity to Ideal Solution (TOPSIS) and cosine similarity degree is proposed. This comprehensively meets the requirements of power supply service quality. Then, a method of power supply service quality grade evaluation based on bi-level clustering and fuzzy theory is proposed, in which the clustering results are used as the basis of grade evaluation. This is to overcome the shortcomings of strong subjectivity of grade evaluation in power supply service. Finally, a case of the service quality of power companies in Zhejiang, China is studied. The results show that the client-side power supply service evaluation method proposed in this paper can effectively evaluate the service quality level of each power company, and provide references for service rectification. This work is supported by the National Key Research and Development Program of China (No. 2016YFB0901100).