刘志欣,黄旭,魏加项,于亮,叶晶晶.基于负面清单管理模式的电力客户服务评价方法[J].电测与仪表,2018,55(17):134-140. Liu Zhixin,Huang Xu,Wei Jiaxiang,Yu Liang,Ye Jingjing.Custom service evaluation method based on negative-list management for electric power company[J].Electrical Measurement & Instrumentation,2018,55(17):134-140.
基于负面清单管理模式的电力客户服务评价方法
Custom service evaluation method based on negative-list management for electric power company
Customer satisfaction which reflects the matching degree between customer expectation and experience, is an important index to evaluate the quality of customer service. This paper constructs a multilayer evaluation system with RATER index as core, and proposes a comprehensive evaluation method of customer satisfaction based on negative list management. Initial values of the weights of indexes in RATER are determined by the subjective weighting method, and then are adjusted by improved ant colony algorithm. Because a large number of invalid worksheets are removed, computation time is reduced. The method is very suitable for big data analysis system. Calculation results of actual example verify the practicability, effectiveness and sensitivity to the negative evaluation of the proposed method in the evaluation of electric power service satisfaction.
