Power user satisfaction evaluation method based on improved AHP (analytic hierarchy process) and fuzzy theory

Abstract

The invention relates to the technical field of electric power industry services, in particular to an evaluation method for power user satisfaction based on improved AHP and fuzzy theory, comprising the following steps: establishing a comparison matrix according to the power user satisfaction evaluation index system; Calculate the importance ranking index of each index by relative importance; establish a judgment matrix for each level index; find the optimal transfer matrix of the judgment matrix; find the quasi-optimal consistent matrix of the judgment matrix, and the eigenvector of the quasi-optimal consistent matrix is ​​the The weight vector of the index; use the fuzzy evaluation theory to analyze the weight vector of each index, determine the membership value of the corresponding index by the fuzzy evaluation matrix, and determine the comprehensive evaluation result according to the principle of the maximum membership degree. The invention introduces the improved AHP based on the optimal transfer matrix to obtain the index weights of each level, can conveniently and effectively evaluate the satisfaction degree of electric power users, and can provide certain reference value for the operation and management of electric power companies.

Description

technical field [0001] The invention relates to the technical field of electric power industry services, in particular to an electric power user satisfaction evaluation method based on improved AHP and fuzzy theory. Background technique [0002] With the deepening of the reform of the electric power system, the user's right to choose has been further improved after the introduction of diversified market players, the business philosophy of electric power companies is also changing, and user satisfaction has received more and more attention and attention. After the promulgation of the "State Grid Corporation Power Supply Service Quality Evaluation Method" (hereinafter referred to as the "Measures"), power companies have gradually shifted from focusing on power supply in the past to paying more attention to user needs and improving service quality. Users are the direct source of business income for an enterprise. The improvement of user satisfaction is of great significance for...

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Problems solved by technology

At present, the commonly used user satisfaction models include the quadrant graph model, the Kano model, the SCSB model, the ACSI model, the ECSI model, etc., and have been applied in power supply companies in Fujian, Hunan, Shanghai, etc., but the evaluation models used by these companies and indicators are different, the comparability of the evaluation results is not high, and the guidance for the company's business decision-making is not strong

The State Grid Corporation of China proposed an evaluation model centered on the Customer Satisfaction Index (CSI) in the "Measures". Each structural variable has several corresponding evaluation indicators, which can reflect the needs of users more comprehensively. The relationship between structural variables is not mentioned, which brings a certain degree of difficulty to the overall evaluation of user satisfaction

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