| AHP法在顾客满意度指标评价中的应用 |
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| 引用本文： | 宇文立平,钱敏,张金锁. AHP法在顾客满意度指标评价中的应用[J]. 西安科技大学学报, 2001, 21(2): 175-177 |
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| 作者姓名： | 宇文立平 钱敏 张金锁 |
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| 作者单位： | 西安科技学院管理系, |
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| 摘 要： | 企业在实施顾客满意度战略中,顾客满意指标多为专家根据经验确定,不能真实地反映顾客的需求和期望,常常欠缺顾客认为最重要的事项.本文让顾客来确定评价指标,并利用AHP(层次分析法)对该指标体系进行评价.
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| 关 键 词： | 顾客满意 评价指标 AHP |
| 文章编号： | 1671-1912(2001)02-0175-03 |
| 修稿时间： | 2000-10-17 |
Application of the method of AHP to appreciating the customer satisaction index |
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| YUWEN Liping,QIAN Min,Zhang Jinsuo. Application of the method of AHP to appreciating the customer satisaction index[J]. JOurnal of XI’an University of Science and Technology, 2001, 21(2): 175-177 |
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| Authors: | YUWEN Liping QIAN Min Zhang Jinsuo |
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| Abstract: | When the strategy of the customer satisfaction is implemented in enterprise, customer satisfaction index is usually determined according to the experiment by expert. It don't often express customers true requirement and expection. It is often short of the most important item that customers think. The authors let customers determine the customer satisfaction index, and exploit the method of AHP to appreciate it. |
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| Keywords: | customer satisfaction index AHP |
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