摘要
随着电子商务的迅猛发展,网络团购应运而生。为了保证团购网站更好地满足人们的需求,需要对团购网站进行顾客满意度评价研究,进而提升其服务质量水平。本文首先根据指标体系的科学性、完整性、合理性的设计原则构建了团购网站顾客满意度的评价指标体系;其次,将灰色关联分析技术应用于团购网站顾客满意度的评价过程中,提出了一种基于多层次灰色关联分析结合欧式距离加权的顾客满意度评价方法;在此基础上,通过组织案例进行评价,并得出结论。
With the rapid development of e-commerce,online group-buying emerges. To ensure that the group-buying sites can better meet people's needs,we should evaluate the customer satisfaction for enhancing the level of service quality. Firstly,according to design principles of being scientific,complete and reasonable in index system,we built a group-buying site evaluation index system of customer satisfaction. Secondly,the grey relational analysis technique was applied in the evaluation process,and a customer satisfaction evaluation method based on Multi-layer grey relational analysis with weighted Euclidean distance was proposed.On this basis,cases were evaluated,and then conclusions were given.
出处
《阜阳师范学院学报(自然科学版)》
2014年第3期72-75,共4页
Journal of Fuyang Normal University(Natural Science)
基金
国家自然科学基金项目(71201034)
安徽省级科研机构委托项目(2014WLGH03
2014NMG04
2012WLGH01ZD
2011WLGH04ZD)资助
关键词
团购
多层次灰色关联分析
顾客满意度
评价
group-buying
multi-layer grey relational analysis
customer satisfaction
evaluate