市場(chǎng)競(jìng)爭(zhēng)環(huán)境下供電企業(yè)客戶忠誠(chéng)度的研究.pdf

1、華北電力大學(xué)（保定）碩士學(xué)位論文市場(chǎng)競(jìng)爭(zhēng)環(huán)境下供電企業(yè)客戶忠誠(chéng)度的研究姓名：連向軍申請(qǐng)學(xué)位級(jí)別：碩士專業(yè)：技術(shù)經(jīng)濟(jì)及管理指導(dǎo)教師：幸莉仙20051220一一一一堡!!皇壟奎堂堡主蘭垡堡塞塑墨摘要本文首先從客戶忠誠(chéng)度的一般概念入手，然后對(duì)山東供電企業(yè)的客戶進(jìn)行了詳細(xì)分析，指出市場(chǎng)競(jìng)爭(zhēng)環(huán)境下供電企業(yè)實(shí)施客戶忠誠(chéng)度的必要性。在客戶需求層次分析的基礎(chǔ)上通過(guò)灰色關(guān)聯(lián)分析法找出對(duì)供電企業(yè)最有價(jià)值的客戶，利用馬爾科夫過(guò)程建立供電企業(yè)之間和能源替代品之

2、間的客戶轉(zhuǎn)移預(yù)測(cè)模型。進(jìn)而采用定性和定量相結(jié)合的方法從特征因素分析、特征因素核算等角度對(duì)供電企業(yè)客戶的行為忠誠(chéng)度和情感忠誠(chéng)度進(jìn)行了～般評(píng)價(jià)；采用復(fù)數(shù)模型對(duì)供電企業(yè)客戶的全面忠誠(chéng)度進(jìn)行了綜合評(píng)價(jià)。最后制定了以供電企業(yè)客戶忠誠(chéng)為核心的指導(dǎo)思想，并提出了提高供電企業(yè)客戶忠誠(chéng)度的策略。關(guān)鍵詞：客戶忠誠(chéng)度，灰色關(guān)聯(lián)分析。馬爾科夫過(guò)程，復(fù)數(shù)模型，忠誠(chéng)度策路ABSTRACTThispaperfirstlyfocusesonthebasisconcep

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