【摘要】 为了克服传统顾客满意度测评中各指标权重确定方法的局限性 ,所以要借助于信息工程学中的“熵”概念 ,利用熵的大小度量顾客满意指标在同一行业中不同企业之间的差异程度 ,较为客观地揭示出各顾客满意指标的重要性 ,从而确定权重 ,对顾客满意度做出测评更多还原

【Abstract】 To overcome the limitation of traditional methods of defining weight of evaluating customer satisfaction, this paper uses entropy of information engineering to measure the difference of customer satisfaction index among different enterprises in the same trade, and reveals the importance of customer index for evaluation to define the weight.更多还原