基于EWAA算子的顾客满意度的评价模型  

Evaluation Model of Customer Satisfaction of Supply Chain Based on Linguistic EWAA Operator

作　　者：程蕾[1] 陈华友[1] 李洪岩[1] 

机构地区：[1]安徽大学数学与计算科学学院,合肥230039

出　　处：《合肥学院学报（自然科学版）》2007年第4期28-30,40,共4页Journal of Hefei University :Natural Sciences

基　　金：安徽省自然科学基金项目(070416245);安徽高等学校省级教学研究项目(2007jyxm177);安徽高校省级自然科学研究项目(KJ2007B125);安徽省教育厅高校青年教师基金项目(2007jq1190);安徽大学人才队伍建设项目资助

摘　　要：顾客是供应链市场导向和利益来源,因此,供应链中提高顾客满意度是赢得顾客的核心.对影响顾客满意度的4个指标进行了分析,运用群决策的层次分析法,获得4个指标的权重系数;同时针对顾客满意度为语言型标度的情形,给出基于EWAA算子的评价模型,并以实例分析说明模型的可行性.The customer is the marketing direction and the profiting source in the supply chain management; therefore, the core of winning the customer is to increase the customer satisfaction. Four indexes which influence the customer satisfaction are analyzed in this paper. We obtain the weight coefficients by using the analytic heierarchy process of group decision theory. In the meantime, we give the evaluation model of customer satisfaction of supply chain based on extended weighting averaging arithmetic （EWAA） operator, under the condition that the value of evaluation indexes are given by linguistic scale terms. Finally an example is illustrated to show the feasibility of the model.

关 键 词：供应链 顾客满意度 层次分析法 语言型标度 EWAA算子 

分 类 号：C81[社会学—统计学]