基于客户满意度的福州电业局业扩项目全流程服务质量研究
A Study on Fuzhou Electric Power Bureau Business Expansion Project based on Customer Satisfaction: From Service Quality Survey
Abstract
随着电力企业中“优质服务”重要性的逐步显现，作为优质服务中最重要主题之一的业扩项目服务质量调查与改进也在福建省内逐步铺开。基于3年来业扩项目服务外部客户满意度的调查，所反映的问题主要集中在两个方面：其一是对于服务前台的满意度大于后台支撑；其二对于服务态度的满意度大于业务水平。造成这种问题的主要原因是相对于服务前台业务部门而言，后台支撑部门的原因分析和推进进展比较缓慢，从而使得“以客户为中心”的服务理念一直未落实到企业的管理运作和全流程服务中。基于上述原因，本文依据第三方公司的客户满意度和客户期望数据，对2011年的业扩项目服务质量进行二次归因分析并归纳出影响度最高的几个不匹配点，同时针对性地提... Aware of the importance of ‘high-quality service’ in electric power enterprises, service quality survey and promotion has been carrying on in the whole Fujian Province. It played an important part in high-quality service of business expansion project. Based on last 3 years’ survey, the problems focused in two aspects: Satisfaction of front desk overstepped backstage support; Service courtesy trans...