供电企业服务质量外部评价研究

供电企业开展服务质量外部评价工作是为了更好地满足向用户提供优质服务的需要。介绍了评价指标体系的建立原则应包括全面性、独立性、重要性、可比性和可行性。基于熵权法和SERVQUAL模型建立了外部评价指标的模型,并以某供电企业为例作了实证研究。分析发现该方法避免了常用的层次分析法中存在的权重同一性问题,考虑了信息质量对权重的影响,分析结果更为客观准确。

Research on External Evaluation of Service Quality of Power Supply Companies

While the purpose of external evaluation on the service quality of power supply companies is to satisfy the need to provide high quality service for customer , we describe in this study the principles to found the evaluation index system who is independent, comprehensive, important, feasibility and comparable and establish an external evaluation index model on the basis of the entropy-weight method and the SERVOUAL model. We also conduct a positive study on the case of a certain power supply company. The result reveals that since this method avoids the problem of identical weights existing in the frequently used method of hierarchical analysis and since it takes into account the influence of information quality on the weights, the result of analysis tends to be more objective and accurate.