摘要
企业间的较量已经从基于产品的竞争转向基于客户资源的竞争 ,提高顾客满意度已经成为现代企业取得竞争优势不可或缺的因素。文章就顾客满意度的综合评判和各影响因素影响程度的测算进行了讨论 ,将模糊综合评判方法应用于该问题的测量 。
The competitions among businesses have been transferred from product quality to acquiring customers. A high customer satis faction becomes an indispensable factor for acquiring competitive edge among modern businesses. The evaluation of customer satisfaction and effect measure of all influence factors is done by means of fuzzy method of evaluation in this article. Finally it provides a simple computer method by Microsoft Excel.
出处
《山西财经大学学报》
北大核心
2003年第4期92-94,共3页
Journal of Shanxi University of Finance and Economics
关键词
顾客满意度
模糊综合评判
测量
customer satisfaction
fuzzy method of evaluation
measure
