基于概率语义信息公理的顾客满意度测评  

Customer satisfaction evaluation based on probabilistic linguistic information axiom

作　　者：耿秀丽[1] 薄振一 张永政[1] GENG Xiuli;BO Zhenyi;ZHANG Yongzheng(School of Business,University of Shanghai for Science of Technology,Shanghai 200093,China)

机构地区：[1]上海理工大学管理学院,上海200093

出　　处：《计算机集成制造系统》2020年第7期1868-1874,共7页Computer Integrated Manufacturing Systems

基　　金：国家自然科学基金资助项目(71301104);高等学校博士学科点专项科研基金资助项目(20133120120002);教育部人文社会科学研究规划基金资助项目(19YJA630021)。

摘　　要：在传统制造型企业向服务型制造模式转型的过程中,顾客满意度测评有利于企业寻找薄弱环节、更好地满足顾客需求。以前期市场调研获取的顾客需求作为测评指标,为客观地获取测评指标的顾客满意度,采用信息公理基于指标的实际表现值进行测评,其原理是信息量越小的指标顾客满意度越高。为解决评估定性指标过程中获取信息时存在犹豫性的问题,采用概率语义术语集获取信息,并提出将概率语义术语集转化为区间数的方法,从而计算测评指标的信息量。以电梯顾客满意度测评为例,通过与三角模糊信息公理测评方法的比较,验证了所提出方法的有效性。In the process of enterprise transformation from traditional manufacturing to service-oriented manufacturing, customer satisfaction evaluation is helpful for enterprises to find weak points and meet customer requirements better. To obtain the customer satisfaction of the evaluation criteria objectively, the customer requirements acquired from the previous market research were taken as the evaluation criteria, and the information axiom was used to evaluate the actual performance of the criteria. The customer satisfaction was higher with the smaller amount of information. To solve the hesitation problem in obtaining information in the process of evaluating qualitative criteria,the probabilistic linguistic term set was used to obtain information, and the method of converting probabilistic linguistic term set into interval number was proposed to calculate the amount of information of the evaluation criteria. An example of evaluating customer satisfaction of elevator was presented, and the result validated the efficiency of proposed approach by comparing with the triangular fuzzy information axiom.

关 键 词：服务型制造 顾客满意度 顾客需求 信息公理 概率语义术语集 

分 类 号：TH122[机械工程—机械设计及理论] N94[自然科学总论—系统科学]