Title :
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
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;
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
DOI :
10.1109/CCDC.2009.5195308
