基于灰色关联度和AHP的用户满意度综合评价模型  

Comprehensive evaluation model of users' satisfaction based on gray relational analysis and AHP

作　　者：陈伟鹏[1] 柳戌昊[2] 唐宁九[1] 林涛[1] 刘雯晶[2] 彭舰[1] 

机构地区：[1]四川大学计算机学院,成都610065 [2]四川省科技信息研究所,成都610016

出　　处：《四川大学学报（自然科学版）》2017年第4期713-720,共8页Journal of Sichuan University(Natural Science Edition)

基　　金：四川省科技厅支撑项目(2013GZX0138);四川省教育厅重点项目(15ZA0324);四川省科技支撑项目(2014GZ0063);国家自然科学基金(U1333113)

摘　　要：针对信息不明确、评价指标关系复杂的产品用户评论,难以对其可用性进行有效综合评价的问题,提出一种灰色关联度和AHP结合的评价模型,并应用到产品可用性研究.模型利用AHP方法确定评价指标的相对权重,增强灰色关联度分析的客观性,以此对产品的用户满意度进行综合评价.通过从不同价位的手机产品所获取的数据集进行对比实验,该模型所推导的满意度评价排名与实际产品销售排名基本一致.此外,实验也证明了灰色关联度分析能更清晰地区分产品间的满意度差异.实验结果证明,在评价信息不完备情况下,该模型也能有效地综合评价产品的用户满意度.For the issue of less effective usability comprehensive evaluation on users＇ comments with un- certain information and complex evaluation indexes, a comprehensive evaluation model of users＇ satisfac- tion is applied on usability research of production. It integrates gray relational analysis and AHP （Ana- lytic Hierarchy Process）, which is used to determine the relative weights of evaluation indexes with the purpuse of enhancing the objectivity of gray relational analysis. With contrast experiment on the datasets of smart mobiles in different price, the satisfaction rank deduced from our model is similar to the actual sales rank. In addition, experiment result shows gray relational analysis can distinguish the satisfaction difference of productions more clearly. Above experiment results illuminate our model can comprehen- sively and effectively evaluate users＇ satisfaction of production with incomplete assessment information.

关 键 词：满意度评价 可用性 灰色关联度 层次分析法 

分 类 号：TP31[自动化与计算机技术—计算机软件与理论]