Fuzzy comprehensive evaluation model of customer satisfaction evaluation in service enterprises

Author

Sang, Jinyan ; Zhang, Yinghua ; Qi, Zhenfa

Author_Institution

Sch. of Manage., Shandong Univ. of Technol., Zibo, China

fYear

2009

fDate

17-19 June 2009

Firstpage

6158

Lastpage

6163

Abstract

With multi-level fuzzy comprehensive evaluation, this paper analyses the contradictions between the customer´s expectation to service quality and the synthetical influence of multifactors on service quality. Evaluation factors, such as efficiency of service, the transparency of product and charging, the credibility of services, service business convenience, kinds of services and products, are abstracted to develop a fuzzy comprehensive evaluation model of customer satisfaction valuation. The paper has established the mathematics models for fuzzy synthesis evaluating the customer satisfaction of service enterprises, evaluated service in a city, which would be improve the customer´s satisfaction in service enterprises.

Keywords

customer satisfaction; fuzzy set theory; service industries; charging transparency; customer expectation; customer satisfaction evaluation; evaluation factor; multilevel fuzzy comprehensive evaluation model; product transparency; service business convenience; service credibility; service efficiency; service enterprise; service quality; Business; Cities and towns; Companies; Cost accounting; Customer satisfaction; Customer service; Finance; Mathematical model; Mathematics; Technology management; Customers Satisfactions Evaluation; Fuzzy Comprehensive Evaluation Model; Service Enterprises;

fLanguage

English

Publisher

ieee

Conference_Titel

Control and Decision Conference, 2009. CCDC '09. Chinese

Conference_Location

Guilin

Print_ISBN

978-1-4244-2722-2

Electronic_ISBN

978-1-4244-2723-9

Type

conf

DOI

10.1109/CCDC.2009.5195308

Filename

5195308