摘要
本文通过层次分析法、模糊评价法和TOPSIS法,以中国石油天然气运输公司为例,开展了顾客满意度的定量实证研究。通过研究,填补了成品油公路运输行业顾客满意度相关实证研究的空白,分析出影响满意度的相关关键因素,判别了相关分公司在同一区域中服务优劣的相对性,建立了一套符合行业特点、带有行业特征的顾客满意度分析指标体系,提高了服务回访的科学性和合理性,便于利用决策层进行分析判断。
By using AHP and fuzzy evaluation and TOPSIS method, this paper takes the CNPC transportation com-pany Limited as an example to carry out quantitative evaluation of service quality satisfaction rate. Through the research, to fill the gaps in the transport of refined oil industry customer satisfaction, establishes a set to conform to the characteristics of the industry customer satisfaction evaluation system, the key fac-tors affecting customer satisfaction, determine the relative branch related services in the same area of quality, improve the overall service to scientific and reasonable. To facilitate the use of decision-making analysis and judgment.
作者
郭松岭
GUO Song-ling(CNPC Transportation Company Limited, l01300,Beijing, Chin)
出处
《特区经济》
2018年第3期128-131,共4页
Special Zone Economy
