| 灰色关联分析在顾客满意度评价中的应用研究 |
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| 引用本文： | 刘冀琼,陈芳,张雪梅.灰色关联分析在顾客满意度评价中的应用研究[J].阜阳师范学院学报(自然科学版),2014(3):72-75. |
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| 作者姓名： | 刘冀琼 陈芳 张雪梅 |
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| 作者单位： | 1. 阜阳师范学院 商学院，安徽 阜阳 236037; 阜阳师范学院 区域物流规划与现代物流工程安徽省重点实验室，安徽 阜阳 236037
2. 阜阳师范学院 商学院,安徽 阜阳,236037 |
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| 基金项目： | 国家自然科学基金项目，安徽省级科研机构委托项目(2014WLGH03、2014NMG04、2012WLGH01ZD、2011WLGH04ZD)资助。 |
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| 摘 要： | 随着电子商务的迅猛发展,网络团购应运而生。为了保证团购网站更好地满足人们的需求,需要对团购网站进行顾客满意度评价研究,进而提升其服务质量水平。本文首先根据指标体系的科学性、完整性、合理性的设计原则构建了团购网站顾客满意度的评价指标体系;其次,将灰色关联分析技术应用于团购网站顾客满意度的评价过程中,提出了一种基于多层次灰色关联分析结合欧式距离加权的顾客满意度评价方法;在此基础上,通过组织案例进行评价,并得出结论。
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| 关 键 词： | 团购 多层次灰色关联分析 顾客满意度 评价 |
Application of grey relational analysis in the evaluation of customer satisfaction |
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| LIU Ji-qiong,CHEN Fang,ZHANG Xue-mei.Application of grey relational analysis in the evaluation of customer satisfaction[J].Journal of Fuyang Teachers College:Natural Science,2014(3):72-75. |
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| Authors: | LIU Ji-qiong CHEN Fang ZHANG Xue-mei |
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| Affiliation: | LIU Ji-qiong;CHEN Fang;ZHANG Xue-mei;Business School,Fuyang Teachers College;Anhui Provincial Key Laboratory Regional Logistics Planning and Modern Logistics Engineering,Fuyang Teachers College; |
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| Abstract: | With the rapid development of e-commerce,online group-buying emerges. To ensure that the group-buying sites can better meet people＇s needs,we should evaluate the customer satisfaction for enhancing the level of service quality. Firstly,according to design principles of being scientific,complete and reasonable in index system,we built a group-buying site evaluation index system of customer satisfaction. Secondly,the grey relational analysis technique was applied in the evaluation process,and a customer satisfaction evaluation method based on Multi-layer grey relational analysis with weighted Euclidean distance was proposed.On this basis,cases were evaluated,and then conclusions were given. |
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| Keywords: | group-buying multi-layer grey relational analysis customer satisfaction evaluate |
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