摘要
本文依据顾客满意度理论,运用层次分析法,论述了如何构建客户满意度评价指标体系的层次结构模型,并通过专家打分法确定模型各参数的权重,实现了满意度调查定性分析和定量分析统一,从而提高了满意度评价的准确性。
On the basis of customer satisfaction theory, using AHP（ analytic hierarchy process）, this paper discussed how to construct the hierarchical structure model for the evaluation index system of customer satisfaction, and determined the weight of each parameter in model through the expert scoring method, implemented the unity of the qualitative analysis and the quantitative analysis of satisfaction survey, which greatly improved the accuracy of satisfaction evaluation.
出处
《铁路计算机应用》
2013年第11期24-26,31,共4页
Railway Computer Application
关键词
层次分析法
客户满意度
评价指标体系
analytic hierarchy process（AHP）
customer satisfaction
evaluation index system
作者简介
陈朋,高级工程师.
王磊,工程师.
