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

Volume

1

fYear

2008

fDate

12-15 Oct. 2008

Firstpage

943

Lastpage

948

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;

fLanguage

English

Publisher

ieee

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

Type

conf

DOI

10.1109/SOLI.2008.4686534

Filename

4686534