Power supply enterprise customer satisfaction evaluation method based on partial least square method

Abstract

The invention discloses a power supply enterprise customer satisfaction evaluation method based on a partial least square method and also a computing device. The method includes the following steps: acquiring user satisfaction index variables, wherein the user satisfaction index variables comprise a plurality of latent variables and observational variables; building an internal model on the basisof all the latent variables, wherein the internal model represents internal relations among the latent variables through regression coefficients; constructing an external model based on the latent variables and the corresponding observational variables, wherein the external model represents external relations among the latent variables and the corresponding observational variables through load coefficients; calculating load coefficients in the external model and regression coefficients in the internal model; and updating the external model and the internal model according to the load coefficients and the regression coefficients, and combining the updated external model and the updated internal model to form a user satisfaction model so as to evaluate satisfaction of electric power users.

Description

technical field [0001] The invention relates to the field of energy and electric power, in particular to a method and computing equipment for customer satisfaction evaluation of power supply enterprises based on partial least squares method. Background technique [0002] In China, the power supply industry is very important because it involves national security and economic lifeline. Driven by the market economy and harmonious power policy, especially after the separation of power plants and power grids, the power supply industry needs to improve service quality if it wants to survive and develop in a competitive environment. Therefore, it is very important and urgent to introduce user satisfaction evaluation to power supply enterprises. [0003] At present, foreign developed countries have established user satisfaction assessment tools for most industries and enterprises, such as European Customer Satisfaction Index (ECSI: Europe Customer Satisfaction Index) and American C...

AI Technical Summary

Problems solved by technology

As far as China is concerned, although some research has been done on user satisfaction, there are still many problems: First, the research on Chinese user satisfaction is qualitative and can only help companies establish a user-centered management concept. The implementability and maneuverability of the index are not very strong; secondly, China's national customer satisfaction index is only applicable to a few industries such as banking, IT (Information Technology, information technology) and telecommunications, and relatively few applications in the power industry; Finally, power supply companies have gradually realized the importance of customer satisfaction assessment. Although some power supply companies have conducted satisfaction assessments, they only get results that have not been model-validated and path coefficient analysis between variables

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