In order to enhance the customers’ satisfaction,it is urgent for power supply industry to learn the main factors affecting the service quality attributes and the factors influencing on the residential customers in the context of gradually disappearing monopoly,emerging competition and the demand for high quality services. By factor analysis and stepwise regression analysis,this paper puts forward that the three main factors,that is,business factors,service environment factors and power image factors,consist of service quality attributes. On this basis,it analyzes the influence of the three factors on the residential customers’ satisfaction and proposes effective suggestions to improve the customers’ satisfaction.