Empirical Study on Electric Power Customer Satisfaction Based on Kano Model

Kano customer satisfaction model is used to positively explore the customer satisfaction system of service. In this essay, Kano model is applied to a Tonghua (Jilin, China) electric power company. According to Kano model, the quality characteristics of electric power customer service are classified as 20 items. On the basis of investigative results, it is reported that the improvement countermeasure of electric power service, the direction of the customer satisfaction management of enterprise implementation and the improvement of service quality are put forward, and that more customer satisfaction is gained for the electric power company.