基于二型模糊集的移动客户满意度综合评价模型  

A Comprehensive Evaluation Model of Mobile Customer Satisfaction Based on Type-2 Fuzzy Set

作　　者：王柳 李生刚[1] WANG Liu;LI Sheng-gang(School of Mathematics and Information Science,Shaanxi Normal University,Xi'an 710119,China)

机构地区：[1]陕西师范大学数学与信息科学学院

出　　处：《西安文理学院学报（自然科学版）》2019年第4期1-7,共7页Journal of Xi’an University(Natural Science Edition)

基　　金：国家自然科学基金资助项目(11771263)

摘　　要：根据移动通信公司服务质量的特点以及客户满意度模型,给出了移动公司客户满意度的评价指标.通过问卷调查的方式获取相应的数据,并利用SPSS22.0软件对这些数据进行了独立样本t检验、信度检验、效度检验以及因子分析,证明了所给评价指标是合理且可靠的.由于移动客户满意度存在更多的不确定性,采用一型的模糊集合无法对其进行准确的描述与分析.因此,从投票和得分两个角度对各个评价指标进行描述与分析,得到相应的离散的二型模糊集合,采用多级模糊综合评价法,对移动公司客户的满意度进行二型模糊综合评估,并通过实例验证该模型的可行性以及有效性.In this paper,according to the characteristics of service quality of mobile communication company and customer satisfaction model,the evaluation index of customer satisfaction of mobile company is given.Then,the corresponding data were obtained by questionnaire survey,and the data were tested by independent sample t test,reliability test,validity test and factor analysis using SPSS 22.0 software,which proved that the evaluation indicators given were reasonable and reliable.Because there are more uncertainties in mobile customer satisfaction,it is impossible to describe and analyze it accurately by using type-1 fuzzy set.Therefore,each evaluation index is described and analyzed from the perspective of voting and scoring,and the corresponding discrete type-2 fuzzy set are obtained.Secondly,the multi-level fuzzy comprehensive evaluation method is used to evaluate the customer satisfaction of mobile company.Finally,the feasibility and validity of the model are verified by an example.

关 键 词：二型模糊集合 客户满意度 多级模糊综合评价法 

分 类 号：F626[经济管理—产业经济] F274