供电可靠性与客户满意度关系研究及应用实例
Correlation Between Power Supply Reliability and Customer Satisfaction
赵继光 1李金 2冯丽3
作者信息
- 1. 南方电网公司,广州510623
- 2. 南瑞埃森哲,北京100005
- 3. 国网重庆市电力公司,重庆400014
- 折叠
摘要
供电可靠性与客户满意度的研究开展是树立以服务意识为导向,有效优化供电投资的最佳手段之一.目前电网投资主要以优化可靠性为主,建立客户满意度和供电可靠性之间的关系,有助于制定差异化的可靠性投资策略.运用层次分析法给出了客户满意度的测评模型,运用分段三次Hermite插值法拟合各类型客户满意度与可靠性的关系曲线,并运用K-均值聚类分析法对散点图进行聚类分析,最终得到客户满意度与停电时间及次数的关系曲线.
Abstract
The research of power supply reliability and customer satisfaction is one of the best means to set up the service-oriented consciousness,and effectively optimize power supply investment.At present power grid investment focuses on the reliability optimization; therefore,establishing favorable relation between customer satisfaction and power supply reliability can be helpful to make differentiated investment strategies.Use analytic hierarchy process (AHP) to formulate the model for customer satisfaction evaluation; apply the method of piecewise cubic Hermite interpolation to fit the curve of customer satisfaction types and reliability; adopt k-average clustering analysis method for a scattered graph clustering analysis.Finally the curves of customer satisfaction and outage time and frequency are achieved.
关键词
供电可靠性/客户满意度/插值法/K-均值聚类分析法Key words
power supply reliability/customer satisfaction/interpolation/K-average clustering analysis method引用本文复制引用
出版年
2014
NETL
NSTL
维普
万方数据