供应链管理视角的客户服务满意度评价方法

Customer Service Satisfaction Evaluation System and Method Viewed From Supply Chain Management

在吸取客户服务评价的优秀经验的基础上,通过分析影响客户满意计算评估的诸多因素,从供应链的角度研究了客户服务评价的原则,探讨了面向供应链终端客户的评价方法和面向供应链伙伴的客户服务评价方法,构造了两套客户满意评价指标体系,用改进的AHP法确定各因素和因素项的权重,对评价指标进行无量纲处理形成单因素评价矩阵,运用模糊决策理论构造评价模型进行综合评价。这种评价方法具有科学性、全面性和客观性,减少了评价的盲目性,增加了评价的可靠性,便于企业在实践中应用。

Based on experience in customer service evaluation,through the analysis of many factors affecting customer satisfaction calculation estimate, customer service evaluation rules as well as customer-oriented and supply chain partner-oriented methods are developed and discussed from the view of supply chain, besides, we construct two sets of customer satisfaction evaluation systems, in which we perform non-dimensional analysis on evaluation system to form single factor evaluation matrix after using improved AHP to determine each factor item's weighting ,utilizing fuzzy decision theory to construct evaluation model for integrated estimate. This evaluation method is scientific, round and objective with more stability and convienience in practical use.