【摘要】 建立规范、定量化的物业管理评价体系,对物业管理公司进行住户满意管理的绩效评价,是物业管理行业的重要问题。在对顾客满意度的预测分析中应用了德尔菲法、并根据住户满意信息是模糊的这一特点结合头脑风暴法,运用模糊数学理论,将德尔菲法进行了改进,使之更适合于住户满意度的预测分析。同时,还运用模糊数学方法建立了使住户满意的物业公司模糊综合评判模型,给出了模型的应用案例。更多还原

【Abstract】 It is a very important problem to quantify and establish standard evaluation system of property management, and to evaluate the effectiveness of company of property management satisfied by dweller. In this paper, Delphi method was applied to the forecasting of degree of customer satisfaction.According to the feature that the dweller satisfied information is fuzzy, the Delphi method was improved with the fuzzy mathematics theory. The forecasting of degree of customer satisfaction is more perfect after improvement. Then the fuzzy comprehensive evaluation model of property management companies satisfied by dwellers was formulated with he fuzzy mathematics method, and the application case of model was given at last.更多还原