摘要
应用模糊数学方法建立了商业企业顾客满意度模糊综合评价系统。运用专家调查法及层次分析法(AHP)设计了顾客满意度测评的绩效指标体系,确定了指标权重。运用模糊评价方法对顾客满意度的测评进行了综合评定。
A fuzzy comprehensive evaluation sy stem for the customer satisfaction i ndex has been established by means of the fuzzy mathematics method.The performance factor system and the factor weight for measuring customer satisfaction index have been determ ined by applying Delphi method and th e analytic hierarchy process(AHP).The fuzzy evaluation method has been use d to comprehensively evaluate the cu stomer satisfaction index.
出处
《安徽工业大学学报（自然科学版）》
CAS
2003年第3期240-243,共4页
Journal of Anhui University of Technology（Natural Science）
基金
安徽省教育厅科研基金资助项目(2002JW092)
