基于指数标度的层次分析法在电商客服素质测评中的应用

Application of AHP Method Based on Index Scale in Customer Service Quality Evaluation

客服不仅是电商企业形象的展现者,也是电商企业的营销手段.传统的层次分析法通常采用1~9标度量化判断矩阵,由于存在人为主观因素,可能会导致测评的结果不够准确、客观,不宜用于电商客服素质测评.故采用了更为科学合理的指数标度系统优化后的层次分析法,构建出一套科学、完备的电商客服素质测评体系,并进行了实证研究.研究表明该测评体系具有可行性和可用性.

Customer service is not only an enterprise image＇of the show, but also the E-business enterprise marketing tool. The traditional analytic hierarchy process which is usually used to quantify the judgment matrix of 1-9, because of the existence of subjective factors, may lead to such evaluation results that it is not accurate, objective, not suitable for the electricity suppliers customer service quality evaluation. In this paper, a more scientific and reasonable level of index system optimization analysis method is used,and a set of scientific and complete customer service quality evaluation system is established,and an empirical study is carried out. The research shows that the evaluation system is feasible and available.