摘要
新电改的开始和逐步进行,对供电服务的要求越来越高,而供电服务质量的评价一直存在内部和主观的问题,且国家电网公司多年的第三方满意度调查结果没有发挥价值。基于多年第三方满意度调查的结果,结合电网公司信息化的广泛应用条件,以电网公司多年的供电服务质量分析模型和对应的第三方满意度评价体系为基础,采用灰色关联方法,考虑纯关联外部评价,构建基于外部关联的供电方服务质量评价模型,从客户角度进行供电服务质量评价,纯粹、真实反映客户的诉求,为供电服务质量工作的开展提出指导意见。
There has been the the internal and the subjective problem of the evaluation of the service quality of power supply. And the results of satisfaction survey of the national Power Grid Corp for many years from the third party do not play a value.This paper is based on the results of the satisfaction investigation from the third party for many years.Combining with the wide range of application conditions of Power Grid Corp information,and based on the analysis model of power supply service quality of Power Grid Corp and the corresponding evalua tion system of third party satisfaction.Using grey correlation method,and considering Pure correlated external evaluation,to construct the evaluation model of the service quality of the power supply side based on the external connection.The evaluation of power supply service quality from the customer＇s point of view,which reflect the customer＇s demands purely and truly.To supply some guiding opinions for the development of power supply service quality work.
作者
王宗伟
赵郭燚
金鹏
卜晓阳
WANG Zong-wei;ZHAO Guo-yi;J IN Peng;BU Xiao-yang(Customer Service Center in State Grid Corporation of China,Tianjin 300309, China;State Grid Gansu Electric Power Research Institute,Shijiazhuang 050000, China)
出处
《经济研究导刊》
2018年第12期192-197,共6页
Economic Research Guide
关键词
供电服务质量
外部评价
灰色关联
第三方满意度调查
power supply service quality
external evaluation
grey relation
third party satisfaction
