基于DEA的顾客满意度模糊测评  

The fuzzy test of customer satisfaction degree on the base of DEA

作　　者：包乐磊[1] 宫淑燕[1] 

机构地区：[1]西北工业大学人文与经法学院,西安710072

出　　处：《边疆经济与文化》2006年第9期96-98,共3页The Border Economy and Culture

摘　　要：将模糊理论与DEA方法相结合,在顾客作出自己的模糊印象结论后,每个决策单元的“输入”和“输出”的权重可由其实际数据求得,进而来测评顾客满意度。By combining fuzzy theory with DEA method, when customers work out their own fuzzy conclusions, the weight input and output of every decisions - making unit is calculated with the actual data. Then we can evaluate the Customer Satisfaction Degree.

关 键 词：顾客满意度 模糊 DEA 测评 

分 类 号：F224[经济管理—国民经济]