结合偏好和不均衡语义评价的顾客满意度测定  

Customer satisfaction measurement combining with preference and unbalanced linguistic evaluation

作　　者：李玉鹏[1] 邹帆 谢卫星 LI Yupeng;ZOU Fan;XIE Weixing(Department of Industrial Engineering,School of Mines,China University of Mining and Technology,Xuzhou 221116,China)

机构地区：[1]中国矿业大学矿业工程学院工业工程系,江苏徐州221116

出　　处：《计算机集成制造系统》2019年第1期165-172,共8页Computer Integrated Manufacturing Systems

基　　金：江苏省自然科学基金资助项目(BK20150197);国家自然科学基金资助项目(51505480;51475290);河南省机械装备智能制造重点实验室开放课题(IM201804)~~

摘　　要：顾客满意度测评由顾客评价语言量化和数据处理分析获得满意度两部分组成,但前者的研究在均衡量化上不符合实际,存在结果偏态分布等问题。鉴于此,建立了不均衡评价标度,利用偏好语义表达顾客评价态度,并用反映模糊性和克服集成偏差的二元不确定语义对评价语义进行量化,解决了满意度偏态分布、顾客真实评价难以测度的问题。以某手机产品研发满意度测评为例对所提方法进行了验证,结果分析与方法对比表明,该方法更能表现顾客情感倾向,有助于企业获知顾客真实满意度。Customer satisfaction measurement is composed of evaluation quantification and data analysis,however,in the research of former,the problem that uniform quantification is unrealistic and the result is skewed distribution still exist.Through building an unbalanced linguistic evaluation scale,the binary uncertain linguistic terms reflecting fuzziness and overcoming integration deviation in the form of customer preference was used to quantify customer satisfaction originally,which helped to solve the problems of measuring unreal customer evaluation and satisfaction skewed distribution.A case study of new phone development customer satisfaction measurement was used to verify the proposed method.The result analysis and methodscomparison showed that the proposed method was significant at expressing customer emotional tendencies and helping enterprising percept real customer satisfaction.

关 键 词：顾客满意度 不均衡语义评价 偏好 二元不确定语义集成 手机产品研发 

分 类 号：F274[经济管理—企业管理]