Title :
Fuzzy Comprehensive Evaluation Model of Customer Satisfaction Degree
Author :
Li, Xiaorong ; Gu, YouJing
Author_Institution :
Fac. of Manage. & Econ., Kunming Univ. of Sci. & Technol., Kunming, China
Abstract :
This paper takes attention to the customer satisfaction evaluation, and puts fuzzy comprehensive evaluation method into use. Firstly, the paper establishes the evaluation index system of customer satisfaction degree by combining with the influences of customer satisfaction. Secondly, it establishes the evaluation model. Finally, it has been realized comprehensive evaluation of customer satisfaction through the example.
Keywords :
customer satisfaction; fuzzy set theory; customer satisfaction degree; evaluation index system; fuzzy comprehensive evaluation model; Biological system modeling; Customer satisfaction; Decision making; Economics; Indexes; Materials; Customer relationship management; Customer satisfaction; Fuzzy comprehensive evaluation;
Conference_Titel :
E-Business and E-Government (ICEE), 2010 International Conference on
Conference_Location :
Guangzhou
Print_ISBN :
978-0-7695-3997-3
DOI :
10.1109/ICEE.2010.784
