The Research on Power Supply Enterprises' Customer Satisfaction Model Based on Structural Equation Modeling

Abstract

Effective customer satisfaction evaluation is an important prerequisite for power supply enterprises to win in competitive market. In this paper, we establish the power customer satisfaction evaluation index system based on previous studies. Then we prove the validity of this method through field investigations by using AMOS. Finally, path coefficient analysis is conducted to get key factors to improve the service quality. The conclusions have been used in Sichuan province in China to improve the quality of services with some reference value.