摘要
本文根据房地产企业的特点,建立了顾客满意指标体系,并利用层次分析法给出了各层因素的权重,随后,利用模糊综合评判理论对房地产企业顾客满意度指标进行了量化分析,得出CSI均值,指导企业的经营与管理。
This paper applies CS to real estate enterprise, establishes customer satisfaction index system, utilizes AHP and Fuzzy comprehensive assessment methods to measure the customer satisfaction and raises the advices on improving the enterprise management according to the result of CS measure.
出处
《价值工程》
2008年第4期41-44,共4页
Value Engineering
关键词
房地产企业
顾客满意度
层次分析法
模糊综合评判
real estate enterprise
customer satisfaction index
AHP
fuzzy comprehensive assessment
