FAHP方法在客户满意度评价中的应用研究

Application of FAHP to Evaluation of Customer Satisfaction Degree

企业之间的竞争从以质量、价格为中心转变为以客户为中心。客户对产品的满意程度直接影响企业的竞争力。文中首先给出了模糊层次分析法的机理和特征,提出了将HAHP法用于客户满意度评价中;构建了模糊判断矩阵,给出了权重求解方法;通过实例分析,证明了HAHP方法的有效性和准确性。

The focus of competition among enterprises has transferred from the quality and price of their products to the customers. The degree of customer satisfaction will directly influence the competition. Based on description of the principle and characteristic of FAHP, it is proposed that it can be used in customer satisfaction degree evaluadon. Furthermore, a fuzzy judgment matrix is built, by which the weight approach is derived. Finally, the validity and veracity of FAHP is proved by an instance in the end.