摘要
客户满意度是客户关系管理(CRM)系统中一个非常重要的衡量指标,对企业的策划等活动具有积极的指导作用,因此针对客户满意度的分析意义重大.客户满意度分析是一个多准则的模糊决策问题,根据模糊集理论以及Dempster-Shafer理论,针对多层次的满意度评价体系,采用逐层使用模糊数加权的方法得到改进的模糊层次分析(FAHP)方法,用于客户满意度的分析当中.通过实验及其对实验结果的讨论,验证了该方法在客户满意度分析中的有效性和科学性.
Customer satisfaction degree is a crucial index of the customer relationship management （CRM） and has positive instructive effects on the enterprise planning and so on, hence it is vital to analyze the customer＇s satisfaction degree. Analysis of customer＇s satisfaction degree is a muhicriteria fuzzy decision-making problem. In this paper, based on the Fuzzy set theory and the Dempster-Shafer theory, a weighted fuzzy number is taken for every hierarchy to get a better FAHP to analyze the customer＇s satisfaction degree. Experimental results are discussed, which prove the validity and scientificity of the method in analysis of the customer＇s satisfaction degree.
出处
《应用科技》
CAS
2006年第5期40-42,46,共4页
Applied Science and Technology
关键词
客户满意度
客户关系管理
模糊数
customer＇s satisfaction degree
customer relationship management
fuzzy number
