基于AHP方法的客户满意度评价体系研究.docVIP

基于AHP方法的客户满意度评价体系研究 摘要 随着世界经济的发展、科学技术的进步和生产工艺的提高，越来越先进的大规模生产技术使得市场上充斥着大量的商品，商品交易的市场已有卖方市场向买方市场转变。在商品同质化相当严重的今天，谁拥有客户谁就拥有市场。因此，对顾客满意度测评的研究显得尤为重要。满意是人对事物的主观判断，由于信息的缺失以及个人偏好的不同，主观判断总会存在不确定性。在通过对几种常用的顾客满意度测评模式的优劣势分析后发现统计学方法在顾客满意度研究中存在无法使顾客表达主观感受的模糊性和不确定性问题。企业在实施顾客满意度战略中，顾客满意指标多为专家根据经验确定，不能真实地反映顾客的需求和期望，常常欠缺顾客认为最重要的事项。 首先，本文系统的阐述了AHP的相关理论知识。 其次，系统能够的阐述了客户满意度的相关理论知识，并且对这个体系进行研究。 最后，对基于AHP方法的客户满意度评价体系进行研究。 关键词：AHP 评价体系 客户满意 评价指标 Abstract With the increasing economic development and the improvement in science and technology, the advanced mass production technologies enable market abound with a large number of commodities, the master of commodity trading market has changed from seller to buyer. Similarity of production is very serious today; the people who own customers own the mark. Therefore, evaluation of customer satisfaction is very important. Satisfaction is the subjective judgments of human being, due to the lack of information and personal preference of the differences, subjective judgment of uncertainty will always exist. Several common strengths and weaknesses of the model in Customers Satisfaction were found statistically in witch the expression of subjective feelings is of ambiguity and uncertainty and so on. Enterprises in implementing the strategy of customer satisfaction, Customer satisfaction index based on the experience of experts to determine, Do not truly reflect the customers needs and expectations, often lacking customers believe that the most important issues. First, this thesis explains the knowledge of AHP theory system. Second, this thesis explains the knowledge of customer satisfaction, and to undertake a study on the system. Finally, to study the evaluation system of customer satisfaction based on AHP method. Keyword: AHP Evaluation system customer satisfaction Evaluation index 目录 摘要………………………………………………………………………………… 绪论 …………………………………………………………………… 1.1 客户满意度的研究意义…………………………………………………… 1.2 客户满意度的国内外研究现状…………………………………………… 1.3 客户满意度研究内容………