| 层次分析法在客户满意度调查中的应用 |
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| 引用本文： | 陈朋,王磊.层次分析法在客户满意度调查中的应用[J].铁路计算机应用,2013,22(11):24-26,31. |
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| 作者姓名： | 陈朋 王磊 |
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| 作者单位： | 铁道部信息技术中心,北京,100844 |
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| 摘 要： | 本文依据顾客满意度理论,运用层次分析法,论述了如何构建客户满意度评价指标体系的层次结构模型,并通过专家打分法确定模型各参数的权重,实现了满意度调查定性分析和定量分析统一,从而提高了满意度评价的准确性.
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| 关 键 词： | 层次分析法 客户满意度 评价指标体系 |
| 收稿时间： | 2013-11-15 |
Application of AHP in customer satisfaction survey |
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| CHEN Peng,WANG Lei.Application of AHP in customer satisfaction survey[J].Railway Computer Application,2013,22(11):24-26,31. |
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| Authors: | CHEN Peng WANG Lei |
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| Institution: | ( Information Technology Center of Ministry of Railways, Beijing 100844, China ) |
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| Abstract: | On the basis of customer satisfaction theory, using AHP（ analytic hierarchy process）, this paper discussed how to construct the hierarchical structure model for the evaluation index system of customer satisfaction, and determined the weight of each parameter in model through the expert scoring method, implemented the unity of the qualitative analysis and the quantitative analysis of satisfaction survey, which greatly improved the accuracy of satisfaction evaluation. |
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| Keywords: | analytic hierarchy process（AHP） customer satisfaction evaluation index system |
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