基于时间满意的电信服务网点选址优化模型

Study on the telecom business outlet location optimization model Based on the Time-Satisfaction

将现有营业网点选址所考虑的经济、文化、法律、客户等因素综合反映在时间满意度函数的选取及其参数的选择上,利用以往学者时间满意度的模型,结合对电信行业的实证调查,找到客户时间满意区间,拟合出电信行业的客户时间满意度函数,在此基础上,分别建立了不考虑业务类别和考虑业务类别两种情况下的基于时间满意的最大覆盖模型,利用模型结果来进行营业网点的选择,这种基于客户时间满意度的选址方法和传统的覆盖选择相比能够提高不同类别客户的总满意度和企业的服务效率。

The customer-time-satisfaction as the main parameter in telecom business outlet location which responses to the factors of economic, cultural, lawful, and customer. Get the time -satisfaction function of telecom industry according to the practical investigation. Based on this, the max coverage model including both of considering and not considering the business type is established, and the coverage location strategy is proposed in terms of customer-time-satisfaction. The above mentioned coverage model can reach higher customer satisfaction comparing to the traditional coverage model, which improves the telecom enterprises service efficiency.