基于模糊层次分析法的超市顾客满意度评价  

Valuation of supermarket customer satisfaction based on fuzzy AHP

作　　者：王学文[1] 郑校飞[1] 曹东东[1] 

机构地区：[1]河北工程大学经济管理学院,河北邯郸056038

出　　处：《河北工程大学学报（社会科学版）》2010年第3期10-12,共3页Journal of Hebei University of Engineering(Social Science Edition)

摘　　要：顾客满意度是指顾客对企业的某种产品或服务消费时所产生的感受与自己的期望所进行的对比。在以买方为主导市场的今天,顾客满意显得越来越重要,它不仅为企业的管理提供客观依据,同时为企业的决策提供支持。对于直接面向消费者的零售业来说,顾客满意度尤其重要,文章利用模糊层次分析法,对美食林超市的顾客满意度进行了调查和分析,为零售业如何提高顾客满意度提供决策依据。Customer satisfaction means the feeling of customers compare with their expectations when customers buy enterprise＇s product or service,Today,In the buyer-driven market,Customer satisfaction has become more and more important,It not only provides an objective basis for the management of enterprises,But also support for the corporate decision-making,for direct-to-consumer,Customer satisfaction is particularly important,In this paper,using fuzzy AHP,carried on the investigation and the analysis to the meishiling supermarket＇s customer degree of satisfaction,it provide Basis for decision making,How to improve customer satisfaction for the retail industry.

关 键 词：模糊层次分析法 顾客满意度 量化 

分 类 号：F713[经济管理—产业经济]