因而，对供热行业来说，了解人民群众的需求，提供优质满意的服务，优化工作
流程，实现集中供热与服务群众相融合，处理好供热与服务等一系列问题和矛盾
是热力公司努力追求的目标
本文在国内公益性事业单位改革的大环境下研究供热行业的顾客满意理论，
在对顾客满意度理论及相关概念学习的基础上，采用理论研究和实证分析相结合
的方法，首先阐述了问题的背景，通过大量的阅读文献和收集资料，确定了以美
国顾客满意度指数模型（ACSI模型）为H市热力公司顾客满意度测评的基准模型，
并将 ACSI 模型与热力公司经营特性相结合，构建了适用于 H 市热力公司顾客满
意度测评指标体系。通过发放调查问卷的形式，开展顾客满意度调查，运用层次
分析法统计分析得出了 H 市热力公司顾客满意度现状，对顾客满意度较低的问题
进行了原因分析，并对如何改进其服务质量提出相应的对策及建议
本研究结果，不仅弥补了顾客满意度理论在集中供热行业领域中研究的不足，
也对改善 H 市热力公司顾客满意度提出了较合理的决策依据和参考建议，提升了
H 市热力公司在市场经济环境下的竞争力。此外，本结果对整个市政公共服务行
业都有一定的参考和借鉴意义
关键词：H 市热力公司；顾客满意度；提升策略 II
Abstract
In recent years, as China's socialist market economy gradually establish and the
continuous deepening of the reform of institution system to explore, as a public service
items of urban central heating industry has entered the reform agenda, and achieved
certain results. Heating power supply is the national key support in the field of
infrastructure industry, in theory, municipal social satisfaction and business service
satisfaction with public services belong to the category of customer satisfaction research.
With the rapid development of social economy, people life level unceasing enhancement,
as municipal public services provided by the service and the effect is particularly
important. Along with our country construction and speed up the pace of urbanization,
urban heating service quality affects not only the common people's life in winter in
northern China, but also affect the local social stability. For the heating industry,
therefore, to understand people's needs, to provide satisfactory service, to optimize
working process, realize the central heating and the integration of services to the masses,
and heating services such as a series of problems and contradictions is striving for the
goal of thermal company.
In this paper, under the circumstances of domestic public welfare institution reform
research of heating industry customer satisfaction theory, the theory of customer
satisfaction and related on the basis of concept learning, adopt the method of combining
theoretical research and empirical analysis, first of all, this paper expounds the
background of the problem, through a lot of reading literature and collecting data,
identified by American customer satisfaction index (ACSI model) model for H city
heating power company customer satisfaction assessment benchmark model, and the
ACSI model combined with thermal companies operating characteristics, build a
suitable for H city heating power company customer satisfaction evaluation index
system. Through the form of questionnaires, conduct customer satisfaction survey,
using the analytic hierarchy process statistical analysis it is concluded that the H city
heating power company customer satisfaction with the status current situation, for the
reason of low customer satisfaction analysis, and on how to improve its service quality
put forward the corresponding countermeasures and Suggestions.
III
As a result, this study not only makes up for the theory of customer satisfaction in
the central heating in the field of industry, and to improve the H city heating power
company customer satisfaction put forward more reasonable decision basis and the
reference suggestion, raised the H city heating power company under the environment
of market economy's competitiveness. In addition, the results of the municipal public
service industry has a certain reference and reference.
Keywords: H city heating power company; Customer satisfaction; Promotion strategy.
目 录
摘要...........1
Abstract.......II
第 1 章 绪论.........1
1.1 选题背景和研究意义 ......1
1.1.1 选题背景 ....1
1.1.2 研究意义 ....2
1.2 国内外研究现状 ..2
1.2.1 国外研究现状 ........2
1.2.2 国内研究状况 ........4
1.3 研究思路和论文框架 ......5
1.3.1 研究思路 ....5
1.3.2 论文框架 ....5
1.4 论文的创新点 ......6
1.5 本章小结 ..7
第 2 章 相关概念及理论基础.....8
2.1 顾客满意度的概念 ..........8
2.1.1 顾客满意度的定义 8
2.1.2 顾客满意度的影响因素 ....9
2.2 测量顾客满意度模型 ....10
2.3 顾客满意度的评测方法 14
2.4 本章小结 16
第 3 章 H 市热力公司顾客满意度测评...........17
3.1 H 市热力公司简介 ........17
3.2 H 市热力公司顾客满意度的调查设计 18
3.2.1 调查目的及调查对象 ......18
3.2.2H 市热力公司的经营特点 ...........19
3.2.3 问卷设计 ..22
3.3H 市热力公司顾客满意度的测评 .........23
3.3.1 调查样本概述 ......23
3.3.2H 市热力公司顾客满意度计算 ...25
3.4 H 市热力公司顾客满意度出现的问题及成因分析 ....32
3.4.1 供热效果存在的问题及原因 ......32
3.4.2 服务人员的服务水平存在的问题及原因 ..........33
3.4.3 收费服务存在的问题及原因 ......33
3.5 本章小结 ...........35
第 4 章 H 市热力公司顾客满意度提升策略...36
4.1 提高供热质量 ...36
4.1.1 提高供热质量的技术措施 ..........36
4.1.2 提高供热质量的管理措施 ..........37
4.2 提高服务人员的服务水平 ........38
4.2.1 确立供热企业提升服务的目标 ..38
4.2.2 打造高素质员工队伍，提升服务态度及品质 ..38
4.2.3 建立健全科学化的管理制度，优化服务流程 ..39
4.2.4 树立现代化的技术理念，增强服务创新力度 ..39
4.3 加强收费服务管理 .......40
4.3.1 加强对收费员的管理和宣传工作 ..........40
4.3.2 继续推进热计量改造收费工作 ..41
4.4 加强顾客投诉管理 ........41
4.4.1 树立正确的投诉管理观念 ..........41
4.4.2 建立投诉管理考核监控机制 ......42
4.4.3 加强投诉管理执行机制 ..43
4.4.4 建设完善投诉综合信息管理 ......44
4.5 本章小结 ...........46
结论与展望.........47
致谢.........49
参考文献.50
附录.........52
作者简介.56
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