| 基于模糊熵的物流企业客户满意度评价模型 |
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| 引用本文： | 程赐胜,丁祝燕.基于模糊熵的物流企业客户满意度评价模型[J].铁道科学与工程学报,2006,3(3):79-82. |
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| 作者姓名： | 程赐胜 丁祝燕 |
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| 作者单位： | 长沙理工大学,交通运输学院,湖南,长沙,410076 |
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| 基金项目： | 湖南省教育厅科研基金资助项目(04C068) |
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| 摘 要： | 客户满意度在不同的行业与企业有着不同的定义,其评价标准也难以确定。针对物流企业客户满意度评价问题,采用三角模糊数对定性指标进行处理,采用熵评价的方法将信息质量反映到组合权中,最终结合层次分析法确定组合权重,从而改进了传统层次分析法确定权重的方法。
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| 关 键 词： | 三角模糊数 模糊熵 客户满意度 |
| 文章编号： | 1672-7029(2006)03-0079-04 |
| 修稿时间： | 2006年2月16日 |
Research on logistics customer's satisfaction degree based on fuzzy entropy |
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| CHENG Ci-sheng,DING Zhu-yan.Research on logistics customer''''s satisfaction degree based on fuzzy entropy[J].Journal of Railway Science and Engineering,2006,3(3):79-82. |
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| Authors: | CHENG Ci-sheng DING Zhu-yan |
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| Abstract: | The client degree of satisfaction has different definition in different industry and enterprise.Therefore the standard of evaluation is difficult to ascertain.Considering the evaluation issue of logistics customer's satisfaction degree,the triangle number is used to process the qualitative indexes.The entropy evaluation method is adopted to reflect the quality of information into the combined weighting.The combined weight is determined by the combination of AHP.The traditional AHP method used to determine the weight is improved. |
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| Keywords: | triangle fuzzy number fuzzy entropy customer satisfaction degree |
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