满意度评估的定量比较评价模型  

Evaluation Model of Quantitative Comparison for the Extent of Customers Satisfaction

作　　者：王琨[1] 潘晋孝[1] 牛雪梅 

机构地区：[1]中北大学理学院,山西太原030051 [2]联通山西分公司,山西太原030002

出　　处：《中北大学学报（自然科学版）》2007年第2期95-99,共5页Journal of North University of China(Natural Science Edition)

基　　金：山西省自然科学基金资助项目(20051042)

摘　　要：对客户满意度抽样调查的结果进行定量分析,按照得分对各分公司的客户满意度进行排序,并对全省客户满意度进行综合评分.根据层次分析法(Analytic Hierarchy Process,AHP)对所研究的问题建立综合评价模型;利用模糊综合评判得到各级指标的综合评价结果;对各评价等级赋值,将综合评价结果化为百分制.得到各分公司的满意度评价排序,并得到全省的满意度评价结果.能全面反映客户对企业服务的满意程度,也可以应用于其他类型的综合评价问题.According to the quantitative analysis of the result got by the sampling survey about the extent of customers satisfaction, sequence of all sub-branches＇ extents of customers satisfaction by the scores, and a comprehensive evaluation on the extent of the whole province customers satisfaction are given. Based on the theory of analytic hierarchy process, a comprehensive evaluation set is established. The method of fuzzy comprehensive evaluation is incorporated to educe the grades of each evaluation criteria. Five grades are evaluated and the results are changed into centesimal grade. The whole province＇ s extent of customers satisfaction and a sequence of all sub-branches＇ scores are given. The model reflects the customers＇ attitudes to the enterprise, and it has great practical significance in the widely existing problems of other evaluation related fields.

关 键 词：满意度 层次分析法 模糊综合评判 

分 类 号：O213[理学—概率论与数理统计]