模糊综合评判法在重庆大型商场顾客满意度研究中的运用  

Application of Fuzzy Comprehensive Evaluation to Customer Satisfaction Research in Chongqing

作　　者：熊金昆[1] 

机构地区：[1]重庆师范大学数学学院,重庆400047

出　　处：《湖北民族学院学报（自然科学版）》2011年第1期73-74,95,共3页Journal of Hubei Minzu University(Natural Science Edition)

基　　金：国家社会科学基金项目(08XJY007)

摘　　要：各大型商场在竞争中能否取胜关键是争夺客户群,顾客对其产品和服务的满意程度决定了其生存和发展,因此对大型商场顾客满意度进行评价具有重要意义.运用模糊综合评价法对大型商场顾客满意度进行了分析,建立顾客满意度测评体系.The key for a shopping mall to win the competition lies in competing for customers.Whether customers are sastified with the products and services determines the survival and development of a shopping mall.Therefore,it is of great significance to evaluate the customer satisfaction of a shopping mall.This paper analyzes the customer satisfaition of shopping malls by using the fuzzy comprehensive evaluation and establishes the evaluation system for customer satisfaction.

关 键 词：大型商场 顾客满意度测评指标 层次分析法 模糊综合评价法 

分 类 号：O29[理学—应用数学]