摘要
当今激烈的市场竞争环境迫使企业越来越多的关注客户的需求,因此客户满意度这一衡量客户对企业感知的评价指标就变得日益重要。但是,关于这一指标的研究大多集中于定性研究,没有上升到客观地定量化分析阶段。本文给出了一种定量化描述客户满意度评价指标的方法,建立了基于未确知测度的客户满意度评价模型,并通过信息熵确立指标的分类权重,明显优于过去常用的AHP确定权重的主观判断方法,具有更高的科学性和实际应用价值。
Fierce marketing competitive environment forces enterprises to put more and more attentions to the demands of customer, and customer satisfaction becomes more increasingly important to enterprises. Most of the researches on customer satisfaction focus on qualitative. This paper gives a method to quantitatively describe appraisal index on customer satisfaction, and establishes an appraisal model of customer satisfaction based on unascertained measurement. Also, the weight of classification of index was sets up by information entropy.
出处
《河北建筑科技学院学报》
2006年第1期76-79,90,共5页
Journal of Hebei Institute of Architectural Science & Technology
基金
国家自然科学基金(60474019)
河北省自然科学基金(F2005000482)
关键词
客户满意度
未确知测度
信息熵
指标分类权重
customer satisfaction
unascertained measurement model
information entropy
the weight of index classification
