| 基于PCA／DEA复合模型的客户忠诚度评价 |
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| 引用本文： | 朱帮助.基于PCA／DEA复合模型的客户忠诚度评价[J].武汉汽车工业大学学报,2008,30(1):109-113. |
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| 作者姓名： | 朱帮助 |
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| 作者单位： | [1]北京航空航天大学经济管理学院,北京100083 [2]五邑大学管理学院,广东江门529020 |
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| 基金项目： | 广东省社科基金资助项目（03104L08）;江门市科技计划资助项目（江财（2007）28号） |
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| 摘 要： | 在分析和构建一套合理的企业客户忠诚度评价指标体系的基础上，提出了一种基于PCA/DEA的企业客户忠诚度复合评价模型。实证结果表明，PCA/DEA复合评价模型不仅能够对企业客户忠诚度进行合理有效的评价，而且可以找到提高企业客户忠诚度的敏感因素，从而帮助企业改进客户关系管理策略。
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| 关 键 词： | 客户忠诚度 评价与改善 PCA／DEA |
| 文章编号： | 1007-144X（2008）01-0109-05 |
| 收稿时间： | 2007-08-20 |
Evaluation and Improvement of Customer Loyalty Based on the PCA/DEA Model |
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| Authors: | ZHU Bangzhu |
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| Abstract: | Based on the analysis and establishment of a reasonable customer loyalty evaluation system, a combined PCA/DEA customer loyalty evaluation model was proposed. It is demonstrated by an example that the model can be used not only to evaluate customer loyalty reasonably and effectively, but also to determine sensitive factors that can improve customer loyalty. It is of some help for enterprises to improve their CRM strategies. |
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| Keywords: | customer loyalty degree evaluation and improvement PCA/DEA |
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