【摘要】 文章将解决多目标决策问题的证据理论方法引入到对顾客满意度的评价中;通过运用证据组合算法以及模糊分析方法,弥补对顾客满意度测评中存在的模糊性和不确定性评价的不足,将非确定性评价转化为定量指标进行评价;通过给出评价方法和算例演示,说明该方法有效实用并能够通过软件系统加以实现应用。更多还原

【Abstract】 The evidential reasoning algorithm for solving the multiple attribute decision making(MADM) problem is applied to evaluating the degree of customer satisfaction.The paper uses Yang and Xu’s evidential reasoning algorithm and the fuzzy analysis method to solve the fuzziness and uncertainty in the evaluation.The uncertain estimation is translated into the quantitative indexes for estimation.The evaluating method is described by an example,which demonstrates that the presented method is useful.更多还原