Evaluating customer satisfaction using fuzzy model based on flexible expert weight

As the market is getting more competitive and the customers also require higher quality, customer satisfaction is becoming the most important factor that every industry must take note of. Many literatures reveal that the statistical methods are used to assess the level of customer satisfaction; the common statistical methods can generate some useful statistical data and inferences. However, among all the ways of gathering statistics and analysing, we are unable to deal with the problems that facing evaluating linguistic terms, such as good, comfortable, etc. Furthermore, while evaluation is conducted, most researches assume that all expert´s weights are equal. In fact, it is more reasonable that different expert should have different weight depending on there experiences. In this paper, a flexible expert weight fuzzy model to evaluate the customer satisfaction applied on any kind of industries is proposed, which can be used as a tool to survey customer satisfaction. Furthermore, a numerical example is given to verify the results and show its advantages.