Research on Customer Viscosity Evaluation Model Based on AHP-ENT-LSM

DOI

10.2991/meess-18.2018.66How to use a DOI?

Keywords

Power customer viscosity, comprehensive evaluation, power-retailing company, combination weighting.

Abstract

With the further advance of a new round of electricity market reform, power grid companies are no longer the only power supply main body electric power customer oriented, and replaced by power-retailing companies established by all kinds of investment subject, which makes it necessary to study how to effectively control the customer resources. In view of this, this paper uses the concept of power customer viscosity, and proposes the customer viscosity model of power-retailing company based on AHP-ENT-LSM. First consider customer behavior, customer perception, electric safety, switching cost, customer trust, social image as influencing factors of customer viscosity, and subdivide the six aspects to extract the secondary key indicators. Secondly, based on the advantages of AHP, ENT and LSM, the fuzzy comprehensive evaluation model is constructed. Finally, use some sell power-retailing companies, data to verify the validity of the proposed model. By contrast, the results show that the proposed model can effectively evaluate the electric power customer viscosity, improve the quality of service of the company and provide assistance in making business decisions.

Copyright

© 2018, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Yang Liu
AU  - Tong Yan
AU  - Liyi Tian
AU  - Mengxin Lan
AU  - Ming Zeng
AU  - Chundong Li
PY  - 2018/08
DA  - 2018/08
TI  - Research on Customer Viscosity Evaluation Model Based on AHP-ENT-LSM
BT  - Proceedings of the 2018 International Conference on Management, Economics, Education and Social Sciences (MEESS 2018)
PB  - Atlantis Press
SP  - 363
EP  - 370
SN  - 2352-5398
UR  - https://doi.org/10.2991/meess-18.2018.66
DO  - 10.2991/meess-18.2018.66
ID  - Liu2018/08
ER  -