基于四分图模型的电力客户服务实证分析

摘要

Quadrifid Graph Model is used to evaluate power customer services to build a measurement system for power customer services. The satisfaction and importance of factors that affect Power Customer Service in Nanjing area are surveyed by using questionnaires. Accordingly, a quadrifid graph is drawn to evaluate those factors. It is pointed out that such factors are divided into four categories: advantage factors, improvement factors, opportunity factors and maintenance factors. Some suggestions on improvement factors are provided.%将四分图模型应用于电力客户服务评价领域，构建电力客户服务测评体系．通过问卷调查的方法对南京地区电力客户服务情况展开调研，确定各指标因素的重要度和满意度，据此构造四分图模型：进行评价，指出南京地区电力客户服务因素中的优势因素、改进因素、机会因素和维持因素，并针对改进因素提出具体改进建议．