【摘要】 针对客户满意度难以做到精确界定的问题,提出了产品客户满意度的模糊综合评价方法,从产品的功能、品质、外延和价格四个方面构建了评价指标体系,用AHP法求各影响因素的指标权重,建立了一个用于产品客户满意度评价的多级模糊综合评价的数学模型,模糊综合评价结果综合考虑了各种因素的影响,并进行了去模糊化处理,最后通过实例说明了该方法的使用。更多还原

【Abstract】 A fuzzy comprehensive evaluation method is proposed for the evaluation of customer satisfaction for product according to the problem on customer satisfaction which is difficult to accurately evaluate.Evaluation index architecture is constructed based on the function,quality,extension and value of the products,and the weights of factors are worked out by the AHP method.A multi-level fuzzy comprehensive evaluation mathematic model is built for customer satisfaction for product.All kinds of factors of influence to the evaluation result are overall considered,and the evaluation result is defuzzified.Finally,an example is given to show how the method can be applied in practice.更多还原