【作者】 王锐；

【导师】 姚李孝； 侯升旗；

【作者基本信息】 西安理工大学 ， 电气工程（专业学位）， 2017， 硕士

【摘要】 随着电力市场集电侧向社会资本放开，各电力产业关联公司开始纷纷斥资成立或入股售电公司，布局售电侧市场,供电及售电企业开始竞争优质客户。因此建立一个合理、准确的客户满意度模型,从中发现企业自身存在的问题,加以改进成为了目前电力相关行业企业所关注的一个重点问题。木文首先剖析了满意度评测模型的各个方法,分析了其中各个方法的优劣,构建了电力客户顾额满意度模型。处用层次分析法并参考中国电力客户满意度模型指数构建出了基于电力行业特性所适用的满意度指标体系,在传统的满意度指标体系的基础上,提出了目标更明确,问题设置更自由的体系设置方法。其次对层次分析法、德尔菲法、熵值法及CRITIC法进行了比较分析,通过对比这几种方法优缺点,选择了层级分析法与CRITIC法相拟合的综合赋权法对于电力客户满意度指标体系进行赋权。既有效的避免了因专家主观判断的不确定性,又避免了单纯使用客观分析法所造成的与行业本身特性相关性不足的问题。再次以构建某省2016年高压增量电力客户满意度测评体系为例,使用了层次分析法与CRITIC法相拟合的综合赋权法确定出本次评价中各个指标的权重系数，基于实地调查的调查数据，并给与其相应的得分评价。通过运用四分图模型构建客户不满意度模型,对比权重分配和重要性程度,印证了客户满意度评分结果。最后通过引入k均值聚类算法对某省下属各市级供电公司进行了对标评分,并提出了相关的改进建议,为其推动客户满意度持续提升提供借借鉴和参考·验证了本文提出的方法的有效性。更多还原

【Abstract】 With the opening of power market, electricity sales opens to social capital. The power industry related companites have started to establish or purchase shares in electricity companies,layout electricity sale measurement market. Besides, supply and electricity sale companies begin competing for high-quality customers.Therefore, to establish a reasonable and accurate customer satisfaction model, from which companies can find their own problems and improve them, has become a focus of attention of many related industries.This paper first analyzes the various methods to establush satisfaction model, analyerzes the advantages and disadvantages of each method and constructs the model of electric customer satisfaction. It uses AHP method and refers to model of customer satisfaction index in China Power to build the saisfaction index system on the basis of this case. It puts forward a system setting Mtthod with accurate target and free problem setting.Secondly analyzes AHP, Delphi method, entropy method and CRITIC method. After comparing their advantages and disadvantages, it chcoses comprehensive weighting method by combing AHP with CRITIC to weight tthe powct for customer satisfaction index system.It not only avoids the uncertainty of expers’ subjective judgment, but also avoids the problem of the lack of correlation on the basis of objective analysis.Thirdly On the basis of high pressure incremental power user satisfaction evaluation system in a certain province in 2016, this paper decides the weighi ccoefficient of each index in the evaluation of the survey data through comprehensive weighting method by combing AHP With CRJITIC. Based on field survey and corresponding evaluation score, by using the quartille model to build the customer dissatisfaction model, comparing the weight distribution and the degree of importance,confirms the customer satisfaction score results are reliable.Lastly it conducts a betichmarking score on a municipal power supply company through to provide reference in promoting continued improving of customer satisfaction. The validity of the method proposed in this paper is verified.更多还原