| 一种知识服务客户满意度的评价方法 |
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| 引用本文： | 于宏国,樊治平,张重阳,李霞.一种知识服务客户满意度的评价方法[J].东北大学学报(自然科学版),2010,31(5):746-749. |
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| 作者姓名： | 于宏国 樊治平 张重阳 李霞 |
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| 作者单位： | 东北大学,工商管理学院,辽宁,沈阳,110004;东北大学,工商管理学院,辽宁,沈阳,110004;东北大学,工商管理学院,辽宁,沈阳,110004;东北大学,工商管理学院,辽宁,沈阳,110004 |
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| 基金项目： | 国家创新研究群体科学基金，辽宁省教育厅人文社会科学基金，辽宁省百千万人才工程项目 |
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| 摘 要： | 针对知识服务客户满意度问题,提出一种评价方法.首先,分析了知识服务内涵、特点并回顾了已有的关于服务质量评价的研究成果;然后,构建了知识服务客户满意度评价指标体系;在此基础上,考虑到评价指标的主观性和模糊性,给出了一种知识服务客户满意度的模糊评价方法.该方法通过处理和集结客户给出的语言评价信息得到知识服务客户满意度的综合评价值.最后通过一个实例说明了该评价方法的应用价值.
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| 关 键 词： | 知识服务 客户满意度 评价指标体系 模糊评价 |
An Evaluation Method for Customer Satisfaction of Knowledge Service |
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| YU Hong-guo,FAN Zhi-ping,ZHANG Chong-yang,LI Xia.An Evaluation Method for Customer Satisfaction of Knowledge Service[J].Journal of Northeastern University(Natural Science),2010,31(5):746-749. |
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| Authors: | YU Hong-guo FAN Zhi-ping ZHANG Chong-yang LI Xia |
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| Institution: | (1) School of Business Administration, Northeastern University, Shenyang 110004, China |
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| Abstract: | A method is proposed to evaluate customer satisfaction of knowledge service. The connotation and characteristics of knowledge service are analyzed and the earlier works on the evaluation of service quality are reviewed. Then, an evaluation index system is set up for the customer satisfaction'of knowledge service. Further, a fuzzy evaluation method is proposed considering the subjectivity and fuzziness of those indexes. A comprehensive evaluation results of customer satisfaction of knowledge service can be obtained by processing and aggregating linguistic assessment information provided by customers. An example is given to illustrate the applicability and potential of the proposed method. |
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| Keywords: | knowledge service customer satisfaction evaluation index system fuzzy evaluation |
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