华北电力大学学报:社会科学版
華北電力大學學報:社會科學版
화북전력대학학보:사회과학판
Journal of North China Electric Power University(Social Sciences)
2015年
1期
48~52
,共null页
零售竞争模式 用户黏度 供电企业 电力市场 电力营销
零售競爭模式 用戶黏度 供電企業 電力市場 電力營銷
령수경쟁모식 용호점도 공전기업 전력시장 전력영소
retail competition mode; customer viscosity; power supply enterprises; electricity market; power marketing
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。
現如今,隨著我國電力工業的日益髮展,用電客戶越來越受到各供電企業的關註。保持與客戶之間長期穩定的供求關繫,提高用電客戶粘度成為供電企業的營銷關鍵點,而用科學的模式與方法測評供電企業用戶黏度對于供電企業的經營具有重要意義。本文首先從用戶黏度的概唸入手,詳細闡述瞭用戶黏度,滿意度與忠誠度之間的聯繫與區彆,併進一步詳細分析瞭零售競爭環境下供電企業提高用電客戶黏度的價值與必要性。其次,本文基于測評模型建立的基本原則與要求建立瞭用電客戶黏度測評的模型,該模型主要應用瞭層次分析和模糊綜閤評價的相關原理,能使供電企業能更加清晰的瞭解到自身的不足併加以提高。
현여금,수착아국전력공업적일익발전,용전객호월래월수도각공전기업적관주。보지여객호지간장기은정적공구관계,제고용전객호점도성위공전기업적영소관건점,이용과학적모식여방법측평공전기업용호점도대우공전기업적경영구유중요의의。본문수선종용호점도적개념입수,상세천술료용호점도,만의도여충성도지간적련계여구별,병진일보상세분석료령수경쟁배경하공전기업제고용전객호점도적개치여필요성。기차,본문기우측평모형건립적기본원칙여요구건립료용전객호점도측평적모형,해모형주요응용료층차분석화모호종합평개적상관원리,능사공전기업능경가청석적료해도자신적불족병가이제고。
Nowadays,with the development of power industry in China,power supply enterprise would pay more attention to electricity customers.Maintaining long-term and stable relationship with customers and improving the customer viscosity are becoming key marketing points of power supply enterprise.So it is importan of ghent to the management of power supply enterprise to evaluate user viscosity with scientific models and methods.This paper started from the concept of user viscosity and elaborated the relation and difference among user viscosity,satisfaction and loyalty,and further analyzed the value and necessity to improve the viscosity of electric customer in retail competition environment.Secondly,this paper established user viscosity measurement model based on the principle and requirement of building an evaluation model.This model mainly adopted the theory of analytic hierarchy process and fuzzy comprehensive evaluation.It can make the power supply enterprises understand their deficiencies more clearly.