【摘要】 从"供电服务业务属性分析—具体业务流程分析—供电服务接触分析"三维分析角度建立了供电企业专项业务评价体系,采用因子分析法进行了实证分析,说明了具体评价过程,并证明了其有效性。给出了供电服务质量改进的方向及管理重点。通过此评价体系在国内某供电企业中的应用,对该地区供电服务质量改进提供了指导。更多还原

【Abstract】 The service quality evaluation system for power supply enterprises was constructed based on the three-dimensional analysis of "service attributes,work flows and interactive contacts".With the factor analysis method,demonstration of the system was analyzed to present the evaluation process.By using the system,the direction of service quality improvement could be obtained.Application of the system in a power supply enterprises proved the system effective.更多还原