This paper presents a novel evaluation model of the customer satisfaction degree （CSD） in logistics based on support vector machine （SVM）. Firstly, the relation between the suppliers and the customers is analyzed....This paper presents a novel evaluation model of the customer satisfaction degree （CSD） in logistics based on support vector machine （SVM）. Firstly, the relation between the suppliers and the customers is analyzed. Seondly, the evaluation index system and fuzzy quantitative methods are provided. Thirdly, the CSD evaluation system including eight indexes and three ranks based on one-against-one mode of SVM is built, last simulation experint is presented to illustrate the theoretical results.展开更多
With the development of next generation network （NGN）, reasonable service quality evaluation is essential in network management. Based on NGN service characteristics, this article presents a comprehensive service qu...With the development of next generation network （NGN）, reasonable service quality evaluation is essential in network management. Based on NGN service characteristics, this article presents a comprehensive service quality evaluation system from two perspectives： quantitative and qualitative. From the quantitative point of view, this article brings forward the normalized service level achievement function （NSLA function） at technical layer. Also, with mean opinion score （MOS） mode, it proposes customer satisfaction assessment methods at customer perception layer. From the qualitative perspective, a hierarchical model is established, which forms mapping relations from the upper customer perception to the lower service quality parameters, and then the influence of different service parameters on customer satisfaction degree can b＇e denoted by the fuzzy analysis hierarchy process （FAHP） algorithm. Quantitative and qualitative evaluations together form a comprehensive solution which is universal, customer-oriented and flexible. Demonstrated by the representative voice service, the proposed system is proved reliable and applicable to service evaluation in NGN.展开更多
文摘This paper presents a novel evaluation model of the customer satisfaction degree （CSD） in logistics based on support vector machine （SVM）. Firstly, the relation between the suppliers and the customers is analyzed. Seondly, the evaluation index system and fuzzy quantitative methods are provided. Thirdly, the CSD evaluation system including eight indexes and three ranks based on one-against-one mode of SVM is built, last simulation experint is presented to illustrate the theoretical results.
基金supported by the Hi-Tech Research and Development Program of China (2007AA01Z204)BUPT-Ericsson Collaborated Project (Phase 3)+1 种基金Sino-Swedish Collaboration Research Program (2008DFA11950)Cooperation with China Mobile Group Guangzhou Co., Ltd. (KJXM07BC052)
文摘With the development of next generation network （NGN）, reasonable service quality evaluation is essential in network management. Based on NGN service characteristics, this article presents a comprehensive service quality evaluation system from two perspectives： quantitative and qualitative. From the quantitative point of view, this article brings forward the normalized service level achievement function （NSLA function） at technical layer. Also, with mean opinion score （MOS） mode, it proposes customer satisfaction assessment methods at customer perception layer. From the qualitative perspective, a hierarchical model is established, which forms mapping relations from the upper customer perception to the lower service quality parameters, and then the influence of different service parameters on customer satisfaction degree can b＇e denoted by the fuzzy analysis hierarchy process （FAHP） algorithm. Quantitative and qualitative evaluations together form a comprehensive solution which is universal, customer-oriented and flexible. Demonstrated by the representative voice service, the proposed system is proved reliable and applicable to service evaluation in NGN.
