基于问卷调查的北京市供水企业服务分析
Based on the questionnaire survey the service status of water supply enterprises in Beijing was analyzed
赵馨 1王佳硕 1单军 1于洋洋 1吴泽林2
作者信息
- 1. 北京市供水管理事务中心 北京 101117
- 2. 北京民生智库科技信息咨询有限公司 北京 100085
- 折叠
摘要
为掌握供水企业存在的问题,针对性地提升服务质量和满足用户需求.采用问卷调查的方式对北京市15家主要供水企业开展供水企业服务满意度调查,覆盖北京市16个城区,最终收集14 117份问卷,并利用SPSS对2023年北京市供水企业服务满意度进行统计分析.结果表明:北京市供水企业总体满意度80.2分,整体表现良好,供水企业间服务水平存在一定差异,供水企业整体服务还有进一步提升空间;水质问题、监督投诉问题及应急供水保障为居民反映的主要问题,供水企业需加强关注,重点提升.为行业监管部门强化供水企业监管提供有力抓手,为供水企业改进服务质量水平指明方向,对提升北京供水企业服务水平有重要意义.
Abstract
As one of the most fundamental urban municipal public services,the service level of ur-ban water supply is directly related to the city's development and economic prosperity.In this paper,14,117 questionnaires were collected from 15 major water supply enterprises in Beijing,covering all the 16 urban districts.SPSS was used to statistically analyze the service satisfaction of water supply enterpris-es in Beijing in 2023.The results indicated that the overall satisfaction score for water supply enterprises in Beijing was 80.2 points,reflecting a good overall performance.However,there were certain differences in service levels among water supply enterprises,suggesting gaps for further improvement in their overall service.Also,the main issues reported by residents were water quality,supervision and complaint han-dling,and emergency water supply assurance.Water supply enterprises needed to pay closer attention to these areas and focus on improvements.In conclusion,evaluating the service of water supply enterprises in Beijing and analyzing the current service levels is of significant importance.It provides a basis for in-dustry regulatory departments to enhance oversight of water supply enterprises and guides these enter-prises in improving their service quality.This is crucial for enhancing the service level of water supply enterprises in Beijing.
关键词
供水企业/问卷调查/满意度评价Key words
water supply enterprises/questionnaire survey/qatisfaction evaluation引用本文复制引用
出版年
2024
国家科技期刊平台
NSTL
万方数据