顾客满意度多层次模糊测评模型及其应用

Multilevel Fuzzy Evaluation Model of Customer Satisfaction and Its Application

利用模糊集合的概念 ,对顾客满意度、顾客满意度均值和顾客满意度指数赋予新的定义。在此基础上提出了企业产品 /服务顾客满意度的多层次模糊测评模型。

This paper proposes a multilevel fuzzy evaluation model of customer satisfaction at products or services, on the basis of advancing some new definitions, such as customer satisfaction, expectation of customer satisfaction and customer satisfaction index using the concept of fuzzy sets.