【摘要】 顾客满意度自20世纪80年代从美国引用到中国以来,在中国得到了快速推广和应用。目前学术界根据顾客满意度指数的基本概念,分析了顾客满意度指数测评指标体系,提出了基于重要性的顾客满意度指数的测评方法。该方法根据模糊聚类技术与粗糙集中的相对正域理论,从测评数据中根据属性重要性确定各属性的权重,依此来计算顾客满意度指数。更多还原

【Abstract】 Since the 1980s when importance-based assessment was introduced into China,it has been widely used.According to the basic conception of customer satisfaction(CS) and customer satisfaction indexes(CSI),the paper draws general CS evaluation system based on importance.This method explains how to hardle the weight allocation according to the attribute importance with fuzzy aggregation theory and the relative positive regions by rough set theory in detail.更多还原