【作者】 陆红伟； 王润润； 贾丹华；

【Author】 Lu Hongwei~1,Wang Runrun~2,Jia Danhua~3 (1,2,3,Institute of Economics and Management,Nanjing University of Posts and Telecommunications, 210003,China)

【机构】 南京邮电大学经济与管理学院；

【摘要】 本文以电信CRM系统服务质量作为研究对象,尝试性的建立了一个用于电信CRM系统的服务质量评价量表,并运用专家排序定分法以及模糊综合评价法建立了一个电信CRM系统服务质量综合评价模型。最后,采用Dreamweaver开发实现了一个CRM系统服务质量评价系统。更多还原

【Abstract】 With the rapid development of information technology and the formation of a customer-driven market,the telecommunications industry is facing increasingly intense competition.In this paper,we look at Quality of Service(QOS) for a Telecom Customer Relationship Management(CRM) system,with the aim to set up a rating scale for it.In addition we used a sort experts set method and fuzzy comprehensive evaluation to establish an integrated evaluation model.Finally,we developed a system for evaluating the QOS of a Telecom CRM system using Dreamweaver.更多还原