|
|||||
|
|
| 基于灰色理论的企业顾客满意度测评分析 | |
| 引用本文： | 李玉惠,段万春,徐晓军.基于灰色理论的企业顾客满意度测评分析[J].商业研究,2006(24):14-17. |
| 作者姓名： | 李玉惠 段万春 徐晓军 |
| 作者单位： | 1. 昆明理工大学,信息工程与自动化学院,云南,昆明,650093 2. 昆明理工大学,经济与管理学院,云南,昆明,650093 3. 昆明理工大学,环境工程与科学学院,云南,昆明,650093 |
| 摘 要： | 顾客满意度是衡量企业产品和服务质量的一个重要指标,它受多种因素的影响,而且各因素之间的联系不完全确知,顾客对这些产品和服务的认识具有灰色性。运用灰色系统理论,分析影响企业满意度的测评因素排序、企业用户分类及特点,给企业顾客满意度提供了改进的方向。 |
| 关 键 词： | 满意度测评 灰色关联 关联度 |
| 文章编号： | 1001-148X（2006）24-0014-04 |
| 收稿时间： | 2006-05-25 |
| 修稿时间： | 2006年5月25日 |
An Analysis on Customer Satisfaction Measurement Based on Grey Theory |
|
| LI Yu-hui,DUAN Wan-chun,XU Xiao-jun.An Analysis on Customer Satisfaction Measurement Based on Grey Theory[J].Commercial Research,2006(24):14-17. | |
| Authors: | LI Yu-hui DUAN Wan-chun XU Xiao-jun |
| Institution: | 1. School of Information Engineering and Automation,Kunming University of Science and Technology; 2. School of Ecomomics and Management;3. School of Environment and Science, Kunming University of Science and Technology, Kunming , Yunnan 650093, China |
| Abstract: | Customer Satisfaction is an important index evaluating goods and service quality,subject to various uncertain factors,which likely account for customer "grey"attitude towards these goods and services.Based on "grtey" theory,the paper analyzes those factors in terms of factor ranking,enterprise classification and characteristics.This will be conducive to enterprises in case of improving customer satis faction. |
| Keywords: | customer satisfaction evaluation grey correlation correlation degree |
| 本文献已被 CNKI 维普 万方数据 等数据库收录！ | |