摘要
阐述了顾客参与的内涵,分析了制造业中顾客参与的形式及可能参与的程度,建立了制造业中顾客参与下的顾客满意度评价指标体系,并运用层次分析法和模糊评价法提出了一个可行适用的顾客满意度评价模型。
The meaning of customer participation and how customers can participate are analyzed. It is found that customer can participate in three different degrees. Then an evaluating index system of customer satisfaction based on user participation is build and a feasible evaluation model is put forward by AHP and fuzzy synthesis appraisal.
出处
《武汉理工大学学报（信息与管理工程版）》
CAS
2007年第6期141-144,共4页
Journal of Wuhan University of Technology：Information & Management Engineering
基金
国家自然科学基金重点资助项目(70332001)
关键词
顾客参与
顾客满意度
层次分析法
模糊综合评价
customer participation
customer satisfaction
analytic hierarchy process
fuzzy comprehensive evaluation
