The Electricity Customer Satisfaction Weight Study Based on Comprehensive Weight Determination

Abstract

In evaluating electric network marketing, this article establishes a multi-factor and multi-level index system based on the present situation of Chinese electricity industry and the existing marketing satisfaction index system at all countries. When determining the index weight, the article employs the original data derived from the questionnaire and proposes a method which integrates CRTIC method and AHP method. The weight is confirmed according to the weight given by experts for investigation direction and survey data of satisfaction questionnaire so as to effectively combine the suitable weight given subjectively by experts and the objective weight based on data. Hence, it not only avoids uncertainty caused by experts’ subjective judgment, but also avoids the problem of insufficient relativity with industrial characteristics caused by simply using objective analysis. The method in this article had been used in electricity customer satisfaction survey in some Chinese province in 2016 and has achieved a very good effect, thus testing and verifying the rationality, effectiveness and feasibility of the method.