摘要
服务满意度测评是企业了解客户的重要途径之一,有利于企业的发展和决策,因此越来越多的企业开始导入服务满意度测评信息系统。在SERVQUAL测评模型基础上,结合灰色理论的指导思想,采用灰色关联方法和灰色聚类方法,构建顾客服务满意度测评信息系统,该信息系统能够使测评结果更趋于真实。
Service satisfaction measurement is one of the effective ways to understand the customer, and it is important for the development and decision-making to companies. Now, more and more companies began to build the service satisfaction evaluation information system.Based on grey correlation and the fuzzy theory, and using multi-level fuzzy comprehensive evaluation method, we can construct service satisfaction assessment information system. The evaluation result proposed by the information system can be more objective.
出处
《现代计算机》
2016年第8期46-50,共5页
Modern Computer
基金
福建省自然科学基金(No.2013J01265)
福建省自然科学基金(No.2015J05011)
关键词
灰色理论
服务满意度测评
信息系统
Grey and Fuzzy Theory
Service Satisfaction
Information System
