Title :
The Research on Power Supply Enterprises´ Customer Satisfaction Model Based on Structural Equation Modeling
Author :
Yan-Fu Zhang ; Hai-Yan Chen
Author_Institution :
Sch. of Bus. Adm., North China Electr. Power Univ., Beijing
Abstract :
Effective customer satisfaction evaluation is an important prerequisite for power supply enterprises to win in competitive market. In this paper, we establish the power customer satisfaction evaluation index system based on previous studies. Then we prove the validity of this method through field investigations by using AMOS. Finally, path coefficient analysis is conducted to get key factors to improve the service quality. The conclusions have been used in Sichuan province in China to improve the quality of services with some reference value.
Keywords :
electricity supply industry; power markets; quality of service; China; Sichuan province; competitive market; customer satisfaction model; power customer satisfaction evaluation index system; power supply enterprise; quality of service; structural equation modeling; Customer satisfaction; Electricity supply industry; Environmental economics; Equations; National security; Power generation economics; Power supplies; Power system economics; Power system modeling; Quality of service;
Conference_Titel :
Wireless Communications, Networking and Mobile Computing, 2008. WiCOM '08. 4th International Conference on
Conference_Location :
Dalian
Print_ISBN :
978-1-4244-2107-7
Electronic_ISBN :
978-1-4244-2108-4
DOI :
10.1109/WiCom.2008.1860
