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Project Management of Electric Customer Satisfaction Measurement

Author: JiaoZhiWen
Tutor: LiXiang；WangXiangQin
School: North China Electric Power University (Beijing)
Course: Project Management
Keywords: Power supply enterprise Structural equation modeling Customer Satisfaction Project Management
CLC: F407.61
Type: Master's thesis
Year: 2010
Downloads: 149
Quote: 2
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Abstract


In the course of the new power system , the power supply enterprises are facing increasingly fierce market competition , which requires enterprises to improve power supply network and improve service quality . To provide customers with products or services , enterprise advantage in the fierce competition to win the holy grail , so in-depth study of electricity customer loyalty and build long-term customer relationships , power companies are constantly changing market route to development . Based on customer satisfaction theory, discusses the structural equation modeling principles and characteristics , as well as its use for customer satisfaction evaluation of the feasibility analysis and modeling steps , by performing the power supply enterprise customer satisfaction survey design, carried out a customer satisfaction survey supply enterprise the empirical research . Evaluation and analysis of the results , the impact of customer satisfaction, value chain path and affect the results and the reality of power supply enterprises linked to the specific circumstances , based on the actual results of the survey conducted marketing power supply enterprise customer service short-board analysis to identify the existing power supply enterprise marketing short board , and gives suggestions for improvement , so as to enhance the power of corporate marketing and service levels provide an important basis .

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CLC: > Economic > Industrial economy > Industrial economic theory > Industrial sector economy > Electrical and electronics industry > Electricity, motor industry
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