电力企业顾客满意测评：国际比较及经验启示.pdfVIP

第1期 华北电力大学学报(社会科学版) N0．1 2008年2月 Journal of Noah China Electric Power University(Social Sciences) February 2008 电力企业顾客满意测评：国际比较及经验启示 黄 欣 ，杨宇谦2 (1．西安交通大学公共政策与管理学院，陕西 西安 710049； 2．西安交通大学 管理学院，陕西 西安 710049) 摘 要：随着电力体制改革的逐步推进，我国电力行业面临着提供社会公共服务和寻求企业自身发展的 双重任务。研究表明，提升顾客满意对企业经营绩效有着积极影响，顾客满意测评也为企业投资者、政府机构 和消费者提供了决策信息。本文以顾客满意相关理论为基础，对中国、美国、瑞典、芬兰以及匈牙利的电力行 业顾客满意测评实践进行了介绍，并探讨了其对我国供电企业实施顾客满意度测评的启示。 关键词：顾客满意；供电企业；测评 中图分类号：F274 文献标识码：A 文章编号：1008—2603(2008)01．0012．05 Customer Satisfaction in Electric Power Enterprise： International Comparion and Revelation ． HUANG Xin ，YANG Yu—qian2 (1．School of Public Policy and Administration，Xi’an Jiaotong University，Xi’all 710049．China； 2．School of Management，Xi’an Jiaotong University，Xi’an 710049，China) Abstract：With the reform of electric power system，Chinese electric power industry is facing the provision of social services and seeking for enterprises self．devel叩ment． Research-shows that the improving customer satisfaction has a positive impact on business performance，and customer satisfaction evaluation can provide useful information to corporate investors，government agencies and consumers． This paper introduces customer satisfaction evaluation in the electric power market in the United States， Sweden，Finland and Hungary，on the basis of the theory of customer satisfaction．In this paper we also tries to find what we could learn from the experience for our own customer satisfaction survey in electric enterprises． Ke