基于熵值法的建筑施工企业用户满意度测评

Customers' Satisfaction Degree Evaluation of Construction Firms Based on Entropy Method

在我国,建筑施工企业用户满意度模型的研究已经有了一定的发展,建筑施工企业客户满意度所涉及的影响因素及关联客户比较广泛。传统的客户满意度指标权重确定方法均存在很强的主观性,针对这一局限性,采用熵值法对测评指标进行处理,通过各评价指标熵权的大小,判断该指标对系统提供有用信息的贡献程度,进而决定其重要性,改进了传统的客户满意度指标权重的确定方法,直接利用原始调查数据进行数学分析,在一定程度上避免了对指标权重的主观评定,为企业在提高用户满意度战略上提供客观、科学的理论依据。

Some Chinese researchers have made progress in customers＇ satisfaction degree evaluation model of construction firms. The influential factors and connections of construction firms are very extensive. The weights of customers＇ satisfaction indicators are determined subjectively. Entropy method is employed to determine the weights. The entropy value of indicators demonstrates their significance levels. The traditional method to determine the weights of customers＇ satisfaction indicators is improved. Raw survey data are directly used to mathematical analysis to avoid subjective evaluation to some extent. The method proposed will be useful for construction firms to improve their strategies of customer＇s satisfaction.