摘  要
随着物联网、通信技术、工业4.0、云计算等信息技术的飞速发展，各领域机会处于爆发关键阶段，各个企业之间的竞争力也在逐渐加剧，导致利润在如此激烈的竞争模式下急剧减少，所面临的挑战接连不断。作为科技服务型企业，JH公司面临的外部环境发生巨大改变，以往客户只关注产品的价格和质量的时代一去不复返。为适应内外部发展需要，公司于2020年8月成立电力事业部，将主营的核心信息通信业务产品线衍生到电力行业，但与原主营业务相比，拓展客户过程中所面对的企业影响力、知名度及客户认可度等方面均存在较大弱势，且电力行业的智能化催生新的客户服务需求，在此背景下，研究JH公司电力事业部客户满意度提升策略显得尤为重要。
本文以JH公司电力事业部客户满意度作为研究对象，第一，阐述客户满意度相关理论以及文献综述，对客户关系管理及满意度相关理论进行简要研究，并梳理国内外相关研究现状，进行简要评述；第二，梳理了JH公司电力事业部概况、市场环境与客户满意度管理策略，在此基础上，重点以美国客户满意度指数模型（ACSI）和中国客户满意度指数模型（CCSI）为参考，并构建适合JH公司电力事业部的客户满意度测评指标体系，包含六个二级指标以及20个三级指标，以此构建客户满意度测评模型，采用赋权法确定权重并设计客户满意度调查问卷，同时进行信度检验，证明本次测评的问卷信度是可以接受的，问卷分析结果显示客户综合评价为满意，但满意度整体评价偏低，在细分指标中，电力事业部客户对合同履约、调价接受度、服务预期、价格预期、便捷性的满意度评分较高，响应速度、安全性、业务推广的满意度评分较低；第四，根据调查结果从企业文化、技术系统、客户服务及应急响应等四个方面详细分析JH公司电力事业部客户满意度存在的问题及成因；第五，以客户满意度测评结果作为参考依据，提出加强品牌形象建设、提升技术方案价值、完善售后保障制度及提升应急响应能力等满意度提升策略，并建立客户管理信息系统和完善客户服务管理制度的保障措施。
本文的研究成果能够提升JH公司客服满意度水平，将其打造成JH公司新业务部门的排头兵起到积极的推动作用。同时对JH公司其他新业务部门未来发展起到借鉴作用，也可为科技服务型企业起到较好的借鉴作用。
关键词：科技服务公司；客户满意度；现状分析；调查研究；提升策略 

ABSTRACT
With the rapid development of Internet of things, communication technology, industry 4.0, cloud computing and other information technologies, opportunities in various fields are in the critical stage of outbreak, and the competitiveness among enterprises is also gradually increasing, resulting in a sharp reduction in profits under such a fierce competition mode and continuous challenges. JH is facing a huge change in the price and service environment of its products and customers. In order to meet the needs of internal and external development, the company established the power business department in August 2020 to derive the main core information and communication business product line into the power industry. However, compared with the original main business, the enterprise influence, popularity and customer recognition faced in the process of expanding customers are relatively weak, and the intelligence of the power industry has spawned new customer service needs. Under this background, It is particularly important to study the customer satisfaction promotion strategy of JH power division.
This paper takes the customer satisfaction of JH power division as the research object. First, it expounds the relevant theories and literature review of customer satisfaction, briefly studies the relevant theories of customer relationship management and satisfaction, combs the relevant research status at home and abroad, and makes a brief comment; Secondly, it combs the general situation, market environment and customer satisfaction management strategy of JH's power business department. On this basis, it focuses on taking the American customer satisfaction index model (ACSI) and Chinese customer satisfaction index model (CCSI) as reference, and constructs a customer satisfaction evaluation index system suitable for JH's power business department, including six secondary indicators and 20 tertiary indicators, so as to build a customer satisfaction evaluation model, The weighting method is used to determine the weight and design the customer satisfaction questionnaire. At the same time, the reliability test is carried out to prove that the reliability of the questionnaire is acceptable. The questionnaire analysis results show that the comprehensive evaluation of customers is satisfactory, but the overall evaluation of satisfaction is low. In the sub indicators, the customers of electric power division have higher satisfaction scores on contract performance, price adjustment acceptance, service expectation, price expectation and convenience, and the response speed The satisfaction score of safety and business promotion is low; Fourth, according to the survey results, the existing problems and causes of customer satisfaction of JH power division are analyzed in detail from four aspects: corporate culture, technical system, customer service and emergency response; Fifthly, taking the customer satisfaction evaluation results as the reference basis, this paper puts forward the satisfaction improvement strategies such as strengthening the brand image construction, improving the value of technical solutions, improving the after-sales guarantee system and improving the emergency response ability, and establishes the guarantee measures of customer management information system and improving the customer service management system.
The research results of this paper can improve the customer service satisfaction level of JH Company, build it into the leader of the new business department of JH Company, and play a positive role in promoting it. At the same time, it can be used as a reference for the future development of other new business departments of JH Company, and also for science and technology service-oriented enterprises.
Key words: Technology service company; Customer satisfaction; Current situation analysis; Investigation and research; Promotion strategy

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