满意度评估的定量比较评价模型

王琨; 潘晋孝; 牛雪梅

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满意度评估的定量比较评价模型

更新时间：2026-09-14

- 满意度评估的定量比较评价模型
- 满意度评估的定量比较评价模型
- Issue 2, (2007)
- 作者机构：
  
  1. 中北大学理学院
  2. 联通山西分公司
- 作者简介：
- 基金信息：
- DOI：
  CLC：
- Published：2007
- 稿件说明：
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王琨, 潘晋孝, 牛雪梅. 满意度评估的定量比较评价模型[J]. 2007, (2).
DOI：

王琨, 潘晋孝, 牛雪梅. 满意度评估的定量比较评价模型[J]. 2007, (2). DOI：

摘要

对客户满意度抽样调查的结果进行定量分析

按照得分对各分公司的客户满意度进行排序

并对全省客户满意度进行综合评分.根据层次分析法(Analytic Hierarchy Process

AHP)对所研究的问题建立综合评价模型;利用模糊综合评判得到各级指标的综合评价结果;对各评价等级赋值

将综合评价结果化为百分制.得到各分公司的满意度评价排序

并得到全省的满意度评价结果.能全面反映客户对企业服务的满意程度

也可以应用于其他类型的综合评价问题.

Abstract

According to the quantitative analysis of the result got by the sampling survey about the extent of customers satisfaction

sequence of all sub-branches′ extents of customers satisfaction by the scores

and a comprehensive evaluation on the extent of the whole province customers satisfaction are given.Based on the theory of analytic hierarchy process

a comprehensive evaluation set is established.The method of fuzzy comprehensive evaluation is incorporated to educe the grades of each evaluation criteria.Five grades are evaluated and the results are changed into centesimal grade.The whole province′s extent of customers satisfaction and a sequence of all sub-branches′ scores are given.The model reflects the customers′ attitudes to the enterprise

and it has great practical significance in the widely existing problems of other evaluation related fields.

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