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现如今,随着我国电力工业的日益发展,用电客户越来越受到各供电企业的关注。保持与客户之间长期稳定的供求关系,提高用电客户粘度成为供电企业的营销关键点,而用科学的模式与方法测评供电企业用户黏度对于供电企业的经营具有重要意义。本文首先从用户黏度的概念入手,详细阐述了用户黏度,满意度与忠诚度之间的联系与区别,并进一步详细分析了零售竞争环境下供电企业提高用电客户黏度的价值与必要性。其次,本文基于测评模型建立的基本原则与要求建立了用电客户黏度测评的模型,该模型主要应用了层次分析和模糊综合评价的相关原理,能使供电企业能更加清晰的了解到自身的不足并加以提高。
Now, with the continuous development of China’s power industry, power customers are more and more concerned by the power supply companies. Maintaining long-term and stable supply and demand relationship with customers and increasing customer viscosity has become the key point of marketing for power supply enterprises. It is of great significance to evaluate the viscosity of power supply enterprises with scientific models and methods for the operation of power supply enterprises. This paper starts from the concept of user’s viscosity, elaborates the relationship and difference between user’s viscosity, satisfaction and loyalty in detail, and further analyzes in detail the value and necessity of power supplier’s viscosity in retail competition environment. Secondly, based on the basic principles and requirements of the evaluation model, this paper establishes the model of the customer’s viscosity measurement. The model mainly uses the principle of AHP and fuzzy comprehensive evaluation, which can make the power supply enterprises understand their deficiencies more clearly And improve it.