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

Abstract

The present invention belongs to the power industry field service technical field and relates to a power user satisfaction evaluation method based on the improved AHP (analytic hierarchy process) andfuzzy theory. The method comprises the following steps that: a comparison matrix is established according to a power user satisfaction evaluation indicator system; the importance sorting indexes of the indicator in the comparison matrix are calculated according to the relative importance of the indicators; a judgment matrix is established of various levels of indicators; the optimal transfer matrix of the judgment matrix is solved; the quasi-optimal consistency matrix of the judgment matrix is solved, the eigenvectors of the quasi-optimal consistency matrix are the weight vectors of the indicators; and the weight vectors of the indicators are analyzed by adopting the fuzzy evaluation theory, the membership values of the corresponding indicators are determined through a fuzzy evaluation matrix, and a comprehensive evaluation result is determined according to the maximum membership principle. According to the method of the invention, the optimal transfer matrix-based improved AHP is introduced to obtain the weights of the indicators of each level; the satisfaction degrees of power users can be conveniently and effectively evaluated; and a certain reference value can be provided for the operation and management of 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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