CAJ | 학술논문

对电力客户进行细分，有助于电力企业更好的了解客户，为电力客户制定差异化服务策略，最大程度满足客户需求，达到公司、客户双赢局面。因此文中运用客户综合价值评估方法建立了客户细分模型，构建了基于客户综合价值的细分指标体系，运用熵权法和专家经验相结合的方式得出指标的综合权重，最终得出细分结果，为供电局制定个性服务策略提供辅助支撑。
대전력객호진행세분，유조우전력기업경호적료해객호，위전력객호제정차이화복무책략，최대정도만족객호수구，체도공사、객호쌍영국면。인차문중운용객호종합개치평고방법건립료객호세분모형，구건료기우객호종합개치적세분지표체계，운용적권법화전가경험상결합적방식득출지표적종합권중，최종득출세분결과，위공전국제정개성복무책략제공보조지탱。
Subdivided for electricity customers, helps power enterprises better understand customers , develops differentiated service strategy for electricity customers, maximum extent to meet customer needs, to achieve company, customer win-win situation. In this paper, the use of customer synthetic value valuation method to establish a customer segmentation model , constructed a segmentation index system based on the customer synthetic value valuation , the use of a combination of Entropy Method and expertise to derive indicators integrated weights, and ultimately arrive the subdivision results, provide auxiliary support for the power supply bureau developing personalized service strategy.