Application of unascertained measurement model in customer satisfaction measurement

被引：0

作者：

Qi Yan-ming ^{[1
]}

Wang Chang-long ^{[2
]}

机构：

[1] Hebei Univ Engn, Sch Arts, Handan, Hebei Province, Peoples R China

[2] Hebei Univ Engn, Sch Civil Engn, Handan, Hebei Province, Peoples R China

来源：

IITAW: 2009 THIRD INTERNATIONAL SYMPOSIUM ON INTELLIGENT INFORMATION TECHNOLOGY APPLICATIONS WORKSHOPS | 2009年

关键词：

unascertained measure; customer satisfaction measurement; information entropy; confidence recognition; weight;

D O I：

暂无

中图分类号：

TP18 [人工智能理论];

学科分类号：

081104 ; 0812 ; 0835 ; 1405 ;

摘要：

With the development of market economy, farthest considers customer's satisfaction has become individual enterprise's management purpose,therefore customer satisfaction becomes especially important to evaluate the enterprise social performance. By analyzing the the concept of customer satisfaction, gives a method to quantitatively describe evaluation index on customer satisfaction, and establishes an evaluation model of customer satisfaction based on unascertained measurement. Also, the weight of classification of index was set up by information entropy. The calculation example shows the efficiency of the method to customer satisfaction measurement.

引用

页码：431 / +

页数：2

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