| 基于熵权和综合评判的汽车维修企业顾客满意度研究 |
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| 引用本文： | 郭海龙,潘伟荣,邓书涛,刘越琪.基于熵权和综合评判的汽车维修企业顾客满意度研究[J].广东交通职业技术学院学报,2010,9(4):56-60. |
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| 作者姓名： | 郭海龙 潘伟荣 邓书涛 刘越琪 |
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| 作者单位： | 广东交通职业技术学院,广东广州,510650 |
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| 基金项目： | 广东省教育厅重点教改课题“汽车维修企业调研子课题”(编号:2008-8) |
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| 摘 要： | 应用熵权法确定了53个汽车维修企业顾客满意度测评指标的权重值,在此基础上,运用模糊综合评判法建立了汽车维修企业顾客满意度测评模型。运用该模型对汽车维修行业和某企业的顾客满意度进行了测评,并对测评结果进行了对比和分析,结果表明汽车维修行业和某企业的顾客满意度分别为71.228和73.217,有待提高。
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| 关 键 词： | 熵权法 模糊综合评判 汽车维修企业 顾客满意度 测评 |
Study on Automobile Repairing Enterprise's Customer Satisfaction Degree Based on Power Hatch and Fuzzy Comprehensive Evaluation Method |
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| GUO Hai-long,PAN Wei-rong,DENG Shu-tao,LIU Yue-qi.Study on Automobile Repairing Enterprise's Customer Satisfaction Degree Based on Power Hatch and Fuzzy Comprehensive Evaluation Method[J].Journal of Guangdong Communication Polytechnic,2010,9(4):56-60. |
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| Authors: | GUO Hai-long PAN Wei-rong DENG Shu-tao LIU Yue-qi |
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| Institution: | GUO Hai-long PAN Wei-rong DENG Shu-tao LIU Yue-qi(Guangdong Communications Polytechnic,Guagnzhou 510650,China) |
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| Abstract: | The power value of fifty five assessment indicators of automobile repairing enterprise's customer satisfaction degree(CSD) was computed by power hatch method,and then this article built the assessment model of automobile repairing enterprise's CSD by fuzzy comprehensive evaluation method.The paper also assessed the CSD of automobile repairing industry and one enterprise by using that model,and analyzed the assessment results,the results indicate that automobile repairing industry and one enterprise's CSD is... |
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| Keywords: | Power Hatch Method Fuzzy Comprehensive Evaluation automobile repairing enterprise customer satisfaction degree measurement |
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