基于体验模糊性的顾客满意度评价方法研究

The Study on the Evaluating Method of Customer Satisfaction Index Based on the Fuzzy Experience

顾客满意度评价是企业实现顾客满意的基础。顾客满意是顾客的一种心理体验,这种体验具有较强的模糊性,现有的评价方法不能很好地适应这种模糊性。本文通过顾客满意理论分析了顾客满意模糊性的原因,并提出了基本体验模糊性的顾客满意度评价方法。

The evaluation of customer satisfaction index is the fundamental of customer satisfaction realized by enterprises. The customer satisfaction is a kind of mental experience of customer, so it is with strong characteristic of fuzzy. The existed method hardly adheres with this characteristic of fuzzy. This thesis analyse the reasons of the fuzzy based on the theory of customer satisfaction, and discuss the evaluating method of customer satisfaction index based on the fuzzy experience.