模糊决策树在电力客户满意度评价中的应用  

Fuzzy decision tree in the electricity customer satisfaction evaluation

作　　者：何光伟[1] 刘丽香[2] 孟庆鹏[2] 

机构地区：[1]石家庄职业技术学院招生就业指导处,河北石家庄050081 [2]河北工程技术高等专科学校经济贸易系,河北沧州061001

出　　处：《石家庄职业技术学院学报》2008年第6期35-37,57,共4页Journal of Shijiazhuang College of Applied Technology

摘　　要：电力企业要树立"以客户满意为核心"的市场营销观念,建立合理、全面的评价指标体系,计算电力客户满意度指数则显得至关重要.借鉴国内外客户满意度相关理论,从供电质量、服务质量、公司形象与客户关系4个方面构建了电力客户满意度评价指标体系,并通过模糊决策树分析得出模糊规则,以便决策者及时准确地调整服务,提高用户满意度.Power companies should put customer satisfaction as the priority in the marketing concept. With a rational and comprehensive system of evaluation, the customer satisfaction index is composed of four variables, namely, the customer satisfaction degree theory, quality of electricity supply, quality of service, corporate image and customer relations through the fuzzy decision tree analysis.

关 键 词：模糊决策树分析法 电力客户 满意度 评价 

分 类 号：TP273.4[自动化与计算机技术—检测技术与自动化装置]