| 基于层次分析法的电信客户满意度的综合评价方法 |
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| 引用本文： | 吴春英.基于层次分析法的电信客户满意度的综合评价方法[J].青海师范大学学报(自然科学版),2006(4):46-49. |
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| 作者姓名： | 吴春英 |
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| 作者单位： | 青海师范大学,计算机系,青海,西宁,810008 |
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| 摘 要： | 客户满意度是电信运营企业管理客户、满足客户需求以及向客户提供个性化服务的先决条件.因此,如何评价客户满意度和提高客户满意度对电信运营企业就显得尤为重要.鉴于此,本文提出了基于层次分析法的电信客户满意度的综合评价方法.
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| 关 键 词： | 客户满意度 层次分析法 判断矩阵 |
| 文章编号： | 1001-7542（2006）04-0046-04 |
| 收稿时间： | 2006-10-01 |
| 修稿时间： | 2006年10月1日 |
The Complex Estimative Method of Telecom Customer Satisfaction Based on AHP |
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| WU Chun-ying.The Complex Estimative Method of Telecom Customer Satisfaction Based on AHP[J].Journal of Qinghai Normal University(Natural Science Edition),2006(4):46-49. |
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| Authors: | WU Chun-ying |
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| Institution: | Computer Department of Qinghai Normal University, Xining 810008, China |
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| Abstract: | Customer satisfaction is one of the important problem in telecom managing customer,meet the requirement of the customers and providing the respective services to the customers.So,how to evaluate customer satisfaction and improve customer satisfaction is becoming very stress in telecom.Whereas,this thesis brings the complex estimative method of telecom customer satisfaction based on AHP. |
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| Keywords: | Customer satisfaction Analytic Hierarchy Process judge-matrix |
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