摘要
顾客满意度在不同的行业与企业有着不同的定义,其评价标准也难以确定,为了克服传统顾客满意度测评中各指标权重确定方法的局限性,借助于信息工程学中"熵"的概念,利用熵的大小度量确定权重,对运输型物流企业顾客满意度评价问题进行测评研究。
The customer satisfaction degree has different definition in different industries and enterprises, so the standard of evaluation is different to ascertain. To overcome the limitation of traditional methods of evaluating customer satisfaction, the research on transporting logistics customer satisfaction is improved by using entropy of information engineering.
出处
《哈尔滨商业大学学报（社会科学版）》
2008年第1期7-10,共4页
Journal of Harbin University of Commerce:Social Science Edition
关键词
运输
模糊熵
顾客满意度
transporting
fuzzy entropy
customer satisfaction degree
