Research on the Impact of Smart Grid Operation and Control System on Customer Service Quality

In the development of electric power enterprises, although the importance of electric power infrastructure and the stability of power supply and electricity consumption is emphasized, there are still deficiencies in the management of electric power customer service. Especially in the era of informationization, electric power enterprises need to make adjustments according to user needs and market changes to improve service quality. However, the traditional service process is often difficult to understand customer needs in a timely manner, which adversely affects the scientific and technological development and market competitiveness of power grid enterprises. This paper suggests conducting a research study to investigate the influence of smart grid operation and control systems on the quality of customer service. The study will begin by examining the need for customer service quality systems facilitated by the smart grid operation and control system. It will identify four key dimensions - reliability, timeliness, information, and costeffectiveness, and introduce two additional dimensions of situational factors and emergency response based on the real-time nature of operation and control. These dimensions collectively form a framework for real-time customer service quality. A theoretical model linking logistics service quality, consumer satisfaction, and intention to repurchase will be developed, along with corresponding hypotheses. Subsequently, the hypotheses will be tested using structural equation path analysis. The findings of the study confirm that reliability, timeliness, cost-effectiveness, situational factors, and emergency response significantly influence customer satisfaction. Moreover, the study demonstrates a fully mediated relationship between timeliness and repurchase intention through satisfaction, and a partially mediated relationship between reliability, situational factors, emergency response, and repurchase intention through satisfaction.