摘要
基于模糊语汇集和不确定性信息的理论基础,指出不确定性语言信息的转化方法,把梯形模糊数的数学期望作为其清晰化的结果,提出顾客满意度测评的10个步骤.以高铁上海虹桥站为测评点,从"期望"、"感知"和"权重"等方面进行测评.研究表明:高铁顾客满意度达到80.20.
Based on the theoretical basis of vagueness and uncertain information,conversion method of uncertain language information was pointed out.Taking the mathematical expectation of trapezoidal fuzzy number as its clear result,10 steps process of customer satisfaction evaluation were provided.Taking high-speed rail in Shanghai Hongqiao Station as the measurement object and measured from expectation,perception and weight.The result shows that the customer satisfaction for the high-speed rail in Shanghai Hongqiao Station can be up to 80.20.
出处
《上海工程技术大学学报》
CAS
2015年第2期144-150,共7页
Journal of Shanghai University of Engineering Science
关键词
模糊语言
可信性理论
顾客满意度
测评
fuzzy language
credibility theory
customer satisfaction
measurement
