| 基于模糊可拓层次分析法的物流客户满意度研究 |
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| 引用本文： | 周敏,王琼,邢洁冰,陈艳霞. 基于模糊可拓层次分析法的物流客户满意度研究[J]. 物流技术, 2011, 0(7): 78-81 |
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| 作者姓名： | 周敏 王琼 邢洁冰 陈艳霞 |
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| 作者单位： | 武汉科技大学机械自动化学院;武汉钢铁(集团)公司物流管理公司; |
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| 摘 要： | 对物流行业客户满意度影响因素进行了分析,建立了客户满意度评价指标体系。结合具体物流企业的问卷调查统计结果,利用可拓层次分析(EAHP)和模糊综合评价相结合的方法对客户满意度进行综合评价,并提出了相应的改进方案。
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| 关 键 词： | 物流企业 客户满意度 可拓层次分析法 模糊综合评价法 |
Study on Logistics Customer Satisfaction Based on Fuzzy-EAHP |
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| ZHOU Min,WANG Qiong,XING Jie-bing,,CHEN Yan-xia. Study on Logistics Customer Satisfaction Based on Fuzzy-EAHP[J]. Logistics Technology, 2011, 0(7): 78-81 |
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| Authors: | ZHOU Min WANG Qiong XING Jie-bing CHEN Yan-xia |
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| Affiliation: | ZHOU Min1,WANG Qiong1,XING Jie-bing1,2,CHEN Yan-xia1(1.School of Machinery & Automation,Wuhan University of Science & Technology,Wuhan 430081,2.Logistics Management Company of WISCO,Wuhan 430083,China) |
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| Abstract: | The paper analyzes the factors influencing logistics enterprise customer satisfaction,establishes an index system for customer satisfaction evaluation,and,in connection with data collected via questionnaire survey on certain logistics enterprises,combines the extended analytic hierarchy process(EAHP) with fuzzy comprehensive evaluation method to perform the evaluation,with suggestions for improvement given at the end. |
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| Keywords: | logistics enterprise customer satisfaction EAHP fuzzy comprehensive evaluation |
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