Title :
TOPSIS-based synthetic evaluation method for customer satisfaction
Author :
Wu, Ying-Liang ; Zhu, Xing-Yan
Author_Institution :
Dept. of E-Bus., South China Univ. of Technol., Guangzhou, China
Abstract :
Quantitative evaluation of service quality is very important in modern service industry, so there has important theoretical and practical significance of studying comprehensive evaluation method of customer satisfaction. This paper discusses customer satisfaction concept and constructs evaluation index system for customer satisfaction oriented information service, then describes the theories and procedures of TOPSIS evaluation method and entropy weighted method. Finally, this paper takes university library-a typical kind of information service industry for example, using TOPSIS method to evaluate the library´s reader satisfaction, discusses the evaluation results and gives suggestions for improving its information service quality and level based on the results.
Keywords :
customer satisfaction; customer services; information services; service industries; TOPSIS-based synthetic evaluation method; customer satisfaction; information service industry; information service quality; modern service industry; service quality; university library; Customer satisfaction; Educational institutions; Entropy; Indexes; Libraries; Standardization; TOPSIS; customer satisfaction; entropy weighted method; information service; synthetic evaluation;
Conference_Titel :
Business Management and Electronic Information (BMEI), 2011 International Conference on
Conference_Location :
Guangzhou
Print_ISBN :
978-1-61284-108-3
DOI :
10.1109/ICBMEI.2011.5920420
