【作者】 何大义； 孔锐；

【Author】 He Da-yi Kong Rui(School of Humanities and Economic Management,China University of Geosciences postcode:100083 tel:01082322051 Email:hedy@cugb.edu.cn)

【机构】 中国地质大学(北京)人文经管学院；

【摘要】 越来越多的组织把顾客满意度的度量作为一项日常工作。由于一般的调查方法关注因子的绝对重要性,使得因子权重之间差异不显著,很能有效地指导组织进行满意度的改进。本文提出了一种新的因子权重的确定方法——排序估计法,该方法关注因子之间的相对重要性,较好的克服了这一不足。更多还原

【Abstract】 More and more organizations take customer satisfaction measurement as usual work. However,ordinary measurement methods focus on absolute importance of factors,which makes the weights of factors no differences and it is ineffective for organizations to improve its quality. Therefore,based on factors ordering,this paper put up a new method of weight analysis which focus on relative importance between factors and overcome that imperfection effectively.更多还原