供电企业服务质量评价模型及实证研究

随着我国电力短缺问题的根本解决，供电企业的服务质量严重影响了自身的长远发展。文章分析了供电企业应树立主动服务的意识和提高服务质量的必要性，并根据供电企业的实际状况，利用影响供电企业服务质量的22项指标，运用SERVQUAL服务质量评价方法构建了供电企业服务质量的评价模型，对供电企业的服务质量进行评价，以便找到改善服务质量的突破口，实现供电企业的持续发展，最后以辽阳供电公司为例进行了实证研究，论证了该模型对于所有供电企业都是切实可行的。

Service quality estimate model and demonstration research on power-supplying enterprise

The service quality of Power-supplying enterprise has blocked it's long-term development since the question of Power-lack had been settled ultimately. In this article the author analyzed the necessity for the Power-supplying enterprise to upbuild voluntary service idea and to improve service quality. Considering the working condition of the Power-supplying enterprise, the author used the method of SERVQUAL to establish an Estimate Model of 22 indexes which affect the service quality, and as an example evaluated the service quality of Liaoyang Power-supplying Company ,the results prove that the model is feasible for all the Power-supplying enterprises.