市場競爭環(huán)境下供電企業(yè)客戶忠誠度的研究.pdf

1、華北電力大學(xué)（保定）碩士學(xué)位論文市場競爭環(huán)境下供電企業(yè)客戶忠誠度的研究姓名：連向軍申請學(xué)位級別：碩士專業(yè)：技術(shù)經(jīng)濟及管理指導(dǎo)教師：幸莉仙20051220一一一一堡!!皇壟奎堂堡主蘭垡堡塞塑墨摘要本文首先從客戶忠誠度的一般概念入手，然后對山東供電企業(yè)的客戶進(jìn)行了詳細(xì)分析，指出市場競爭環(huán)境下供電企業(yè)實施客戶忠誠度的必要性。在客戶需求層次分析的基礎(chǔ)上通過灰色關(guān)聯(lián)分析法找出對供電企業(yè)最有價值的客戶，利用馬爾科夫過程建立供電企業(yè)之間和能源替代品之

2、間的客戶轉(zhuǎn)移預(yù)測模型。進(jìn)而采用定性和定量相結(jié)合的方法從特征因素分析、特征因素核算等角度對供電企業(yè)客戶的行為忠誠度和情感忠誠度進(jìn)行了～般評價；采用復(fù)數(shù)模型對供電企業(yè)客戶的全面忠誠度進(jìn)行了綜合評價。最后制定了以供電企業(yè)客戶忠誠為核心的指導(dǎo)思想，并提出了提高供電企業(yè)客戶忠誠度的策略。關(guān)鍵詞：客戶忠誠度，灰色關(guān)聯(lián)分析。馬爾科夫過程，復(fù)數(shù)模型，忠誠度策路ABSTRACTThispaperfirstlyfocusesonthebasisconcep

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