Study on factors of affection experience to customer satisfaction in power enterprise

冯莹

doi:10.3969/j.issn.1009-1831.2017.03.011

您当前的位置：

首页 >

文章列表页 >

Study on factors of affection experience to customer satisfaction in power enterprise

更新时间：2026-03-05

- Study on factors of affection experience to customer satisfaction in power enterprise
- Vol. 19, Issue 3, (2017)
- 作者机构：
  
  国网天津市电力公司客户服务中心,天津,300210
- 作者简介：
- 基金信息：
- DOI：10.3969/j.issn.1009-1831.2017.03.011
  CLC：
- Published：2017
- 稿件说明：
移动端阅览
冯莹. Study on factors of affection experience to customer satisfaction in power enterprise[J]. 2017, 19(3).
DOI：

冯莹. Study on factors of affection experience to customer satisfaction in power enterprise[J]. 2017, 19(3). DOI： 10.3969/j.issn.1009-1831.2017.03.011.

摘要

合电力企业特点，从感官、情感、认知、实用、生活方式和关系6个体验维度识别出影响顾客满意度的20个因素，并据此设计调查问卷。通过对138份有效问卷的结构方程模型分析，表明感官、情感、认知和实用因素均对顾客满意产生直接的正向影响，而生活方式和关系因素对顾客满意的影响不显著。研究结果对于电力企业提高顾客满意度具有一定的参考意义，从业人员可以利用研究结论开展有针对性的体验设计，以提升客户满意度水平。

Abstract

In this thesis

combined with the features of power enterprise

20 critical factors from six dimensionalities which are sensorial

emotional

cognitive

pragmatic

lifestyle and relational component were figured out

and designed a survey accordingly.As a result of structural equation modeling analysis with 138 valid ones collected

the conclusion showed that sensorial

emotional

cognitive and pragmatic components had a positive impact on customer satisfaction.However

direct impact on the lifestyle and relational component was not significant.The findings of this thesis will be guidance for power enterprise who wishes to improve customer satisfaction.It is also helpful for industry practitioners to design experience items

in order to enhance the customer satisfaction in power enterprise.

关键词

Keywords

references

Views

下载量

CSCD

Alert me when the article has been cited

提交

Tools

Publicity Resources

Research and application of index system design and index management method of electronic channel operation in power enterprises

Research on the marketing service system including distributed new energy business

热风干燥槠、栲类木材工艺探索及其应用

世界中密度纤维板发展态势

刨花板坯输送钢带起褶原因与防治措施

Related Author

金王英

杨世旺

胡如一

姜震

潘红雨

孔月萍

刘瑞巧

贲安庆

Related Institution

国网岱山县供电公司

国网丽水供电公司

浙江华云信息科技有限公司

国网台州供电公司

国网江苏省电力公司电力科学研究院

AI问答

⁰