Empirical Study on Electric Power Customer Satisfaction Based on Kano Model

Author

Lin, Shuai ; Niu, Dongxiao

Author_Institution

Sch. of Bus. Adm., North China Electr. Power Univ., Baoding, China

fYear

2009

fDate

11-12 July 2009

Firstpage

136

Lastpage

139

Abstract

Kano customer satisfaction model is used to positively explore the customer satisfaction system of service. In this essay, Kano model is applied to a Tonghua (Jilin, China) electric power company. According to Kano model, the quality characteristics of electric power customer service are classified as 20 items. On the basis of investigative results, it is reported that the improvement countermeasure of electric power service, the direction of the customer satisfaction management of enterprise implementation and the improvement of service quality are put forward, and that more customer satisfaction is gained for the electric power company.

Keywords

customer satisfaction; customer services; electricity supply industry; quality of service; Kano customer satisfaction model; Tonghua electric power company; electric power customer satisfaction; electric power service; enterprise implementation; service quality; Business process re-engineering; Companies; Conference management; Customer satisfaction; Energy management; Power system modeling; Product development; Quality control; Quality management; Total quality management; Kano model; customer satisfaction; electric power;

fLanguage

English

Publisher

ieee

Conference_Titel

Services Science, Management and Engineering, 2009. SSME '09. IITA International Conference on

Conference_Location

Zhangjiajie

Print_ISBN

978-0-7695-3729-0

Type

conf

DOI

10.1109/SSME.2009.103

Filename

5233327