The Design of Customer Satisfaction Analysis Model Based on Hierarchical Fuzzy System

被引：2
|
作者：
Cao, Huiyu [1 ]
Liu, Bin [2 ]
He, Jianmin [1 ]
机构：
[1] Southeast Univ, Inst Econ Management, Nanjing 210096, Jiangsu, Peoples R China
[2] Nanjing Univ Technol, Inst Elect & Informat Engn, Nanjing 210009, Jiangsu, Peoples R China
来源：
2009 INTERNATIONAL CONFERENCE ON BUSINESS INTELLIGENCE AND FINANCIAL ENGINEERING, PROCEEDINGS | 2009年
关键词：
Hierarchical rule structure; Customer satisfaction (CS); Model; KNOWLEDGE ACQUISITION; RULES;
D O I：
10.1109/BIFE.2009.116
中图分类号：
F8 [财政、金融];
学科分类号：
0202 ;
摘要：
A new method of constructing customer satisfaction (CS) analysis model is proposed in detail. Based on statiscal analysis, reliability analysis, validity analysis and factor analysis of sample data, the hierarchical model of customer satisfaction analysis is designed using the theory of hierarchical rule structure. In such model, the customer satisfaction analysis system is partitioned into seven subsystems, each of them holds independent functions. After sorting input variables of each subsystem, the rule base is created using the method of fuzzy rule amplification, and then the rule base is optimized by SVD, interpolation and genetic algorithm. The result of test shows the fuzzy system of customer satisfaction analysis constructed in this paper possess good performance.
引用
收藏
页码：484 / 488
页数：5
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