Title :
The research on power supply enterprises´ customer satisfaction based on partial least squares
Author :
Zhang, Yanfu ; Chen, Haiyan ; Liu, Lin ; Zeng, Ming
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 SAS. Finally, path coefficient analysis is conducted to get key factors to improve the service quality. The conclusions have been used in Tianjin city in China to improve the quality of services with some reference value.
Keywords :
customer satisfaction; electricity supply industry; least squares approximations; China; Tianjin city; customer satisfaction; partial least squares; path coefficient analysis; power supply enterprises; service quality; Cities and towns; Companies; Customer satisfaction; Electricity supply industry; Least squares methods; Power generation economics; Power supplies; Power system economics; Power system modeling; Synthetic aperture sonar; SAS; customer satisfaction index; path coefficient analysis; power supply enterprises; service quality;
Conference_Titel :
Service Operations and Logistics, and Informatics, 2008. IEEE/SOLI 2008. IEEE International Conference on
Conference_Location :
Beijing
Print_ISBN :
978-1-4244-2012-4
Electronic_ISBN :
978-1-4244-2013-1
DOI :
10.1109/SOLI.2008.4686534
