基于层次分析法和模糊理论的房地产企业顾客满意度评价  

Evaluation of customer satisfaction in real estate enterprises based on AHP and fussy theory

作　　者：王学文[1] 欧伟[1] 郑校飞[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）》2011年第2期32-34,共3页Journal of Hebei University of Engineering(Social Science Edition)

摘　　要：本文利用层次分析法(AHP)确定各因素权重,利用模糊综合评判理论对房地产企业顾客满意度进行了定量分析。结合邯郸市某房地产企业具体实例,建立了一套完善的顾客满意度评价体系,为房地产企业顾客满意度评价提供量化依据。By using Analytic Hierarchy Process（AHP）to determine the factor weight and by using comprehensive Fussy Evaluation Theory,the paper makes a quantitative analysis of customer satisfaction in real estate enterprises.Take a real estate company in Handan as an example,the paper establishes a comprehensive evaluation system of customer satisfaction and provides a quantitative basis for custonmer satisfaction evaluation.

关 键 词：顾客满意度 层次分析法 模糊理论 房地产企业 

分 类 号：F293.33[经济管理—国民经济]