基于客戶滿意工程的商丘用電市場(chǎng)營(yíng)銷策略.pdf

1、華北電力大學(xué)（北京）碩士學(xué)位論文基于客戶滿意工程的商丘用電市場(chǎng)營(yíng)銷策略姓名：張道乾申請(qǐng)學(xué)位級(jí)別：碩士專業(yè)：項(xiàng)目管理指導(dǎo)教師：李翔司圣法20080406摘要隨著電力體制改革的深化，供電企業(yè)成為與其它企業(yè)一樣的市場(chǎng)主體，面臨市場(chǎng)競(jìng)爭(zhēng)。要進(jìn)一步刺激用電量，需要建立以客戶滿意為中心的電力營(yíng)銷體制，加強(qiáng)電力市場(chǎng)的需求側(cè)管理。以科學(xué)的模式和方法測(cè)評(píng)客戶滿意度，構(gòu)建電力行業(yè)客戶滿意度測(cè)評(píng)體系，對(duì)國(guó)家、電力企業(yè)、客戶都有十分重要的意義。為此，本文以客戶

2、滿意度為基礎(chǔ)，對(duì)商丘供電公司的營(yíng)銷策略進(jìn)行了研究。關(guān)鍵詞：客戶滿意工程，供電企業(yè)；證據(jù)推理，層次分析法，營(yíng)銷策略ABSTRACTWiththedeepeningreformofpowersystem，electricityenterprisesassameasothermarketparticipantshavealsofacedcompetitionInordertostimulateelectricityconsumption，es

3、tablishingcustomersatisfactionasthecenterofthepowermarketingsystemisneeded，whichwillstrengthentheDemandSideManagement(DSM)inelectricitymarketByusingscientificmodelsandmethodstoevaluatethecustomersatisfactiondegree，tobuil

4、dthepowerindustrycustomersatisfactionsurveysystemisofgreatsignificancetoourcountry，powerenterprisesandcustomersTherefore，inIthispaper，therelationshipbetweencustomersatisfactionandelectricitymarketingisdiscussed，thecommon

5、lyusedmodelsofcustomersatisfactiondegreeisintroduced，customersatisfactionsurveymethodonuncertainconditionsispresented，theimpactfactorsaffectingthepowersupplyenterprisecustomersatisfactionisanalyzed，thepowersupplyEnterpri

6、seCustomerSatisfactionIndexSystemisconstructed，thesatisfactionsurveyindicatorsandtheirweightisquantified，andShangqiucityelectricitymarketingstrategybasedonthedegreeofcustomersatisfactionisgivenbyanalyzingpracticalexample