基于灰色关联熵的顾客满意度系统研究  

Research of System of Customer Satisfaction Degree based on Grey Incidence Entropy

作　　者：赵宝山[1] 俞会新[1] 郝永敬[1] 任福战[1] 

机构地区：[1]河北工业大学管理学院,天津300130

出　　处：《技术经济与管理研究》2012年第2期17-21,共5页Journal of Technical Economics & Management

摘　　要：顾客满意度系统是由企业/品牌形象、顾客预期质量、顾客质量感知和顾客感知价值等诸多因素组成的复杂的社会经济系统。提升顾客满意度不是单纯的企业活动,而是通过企业活动影响顾客的心理活动和实际行动的全过程。顾客满意度系统是一种动态有序的非线性耗散结构,这种结构与外界有物质、能量和信息的交换。本文将顾客满意度作为一个社会经济系统,在系统工程、信息熵和灰色关联熵理论研究的基础上,构建顾客满意度系统与其各子系统的关联模型,并借助于耗散结构和灰色关联熵理论分析顾客满意度系统的运行机制和演变规律,为企业决策提供科学的参考依据。System of customer satisfaction degree is a complex socio-economic system,including corporation and brand image,customer expected quality,customer perceived quality and customer perceived value and many other factors.Enhancing customer satisfaction is not a simple business activity,but impacting the whole process of customer＇s mental activity and actual action through business activities.Customer satisfaction system is a dynamic and orderly system with nonlinear dissipative structure.The structure can exchange material,energy and information with external side.The customer satisfaction is recognized as a socio-economic system in the paper,based on systems engineering,information entropy and gray dissipative entropy theory,the paper built models associated with system of customer satisfaction degree and its various subsystems,and analysis the evolution and the operating mechanism of customer satisfaction systems by means of dissipative structures and grey incidence entropy to provide a scientific reference for business decisions.

关 键 词：顾客满意 耗散结构 灰色关联熵 系统工程 

分 类 号：F062.4[经济管理—政治经济学]