In this thesis, combined with the features of power enterprise, 20 critical factors from six dimensionalities which are sensorial, emotional, cognitive, pragmatic, lifestyle and relational component were figured out, and designed a survey accordingly. As a result of structural equation modeling analysis with 138 valid ones collected, the conclusion showed that sensorial, emotional, cognitive and pragmatic components had a positive impact on customer satis?faction. However, direct impact on the lifestyle and relational compo?nent was not significant. The findings of this thesis will be guidance for power enterprise who wishes to improve customer satisfaction. It is also helpful for industry practitioners to design experience items, in order to enhance the customer satisfaction in power enterprise.%结合电力企业特点,从感官、情感、认知、实用、生活方式和关系6个体验维度识别出影响顾客满意度的20个因素,并据此设计调查问卷.通过对138份有效问卷的结构方程模型分析,表明感官、情感、认知和实用因素均对顾客满意产生直接的正向影响,而生活方式和关系因素对顾客满意的影响不显著.研究结果对于电力企业提高顾客满意度具有一定的参考意义,从业人员可以利用研究结论开展有针对性的体验设计,以提升客户满意度水平.
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