基于灰色关联度和AHP的用户满意度综合评价模型

针对信息不明确、评价指标关系复杂的产品用户评论,难以对其可用性进行有效综合评价的问题,提出一种灰色关联度和AHP结合的评价模型,并应用到产品可用性研究.模型利用AHP方法确定评价指标的相对权重,增强灰色关联度分析的客观性,以此对产品的用户满意度进行综合评价.通过从不同价位的手机产品所获取的数据集进行对比实验,该模型所推导的满意度评价排名与实际产品销售排名基本一致.此外,实验也证明了灰色关联度分析能更清晰地区分产品间的满意度差异.实验结果证明,在评价信息不完备情况下,该模型也能有效地综合评价产品的用户满意度.

Comprehensive evaluation model of users' satisfaction based on gray relational analysis and AHP

For the issue of less effective usability comprehensive evaluation on users'' comments with uncertain information and complex evaluation indexes, a users'' satisfaction comprehensive evaluation model is applied on usability research of production, which integrates gray relational analysis and AHP (Analytic Hierarchy Process). In order to enhance the objective of gray relational analysis, AHP method is used to determine the relative weights of evaluation index so as to establish comprehensive evaluation model of users'' satisfaction model. With contrast experiment on the dataset of smart mobiles in different price, the satisfaction rank from our model is very similar to the one of actual sales. In addition, experiment result shows gray relational analysis can distinguish the satisfaction difference of productions more clearly. So above experiment results illuminate our model can comprehensively effectively evaluate users'' satisfaction of production with incomplete assessment information