东北大学学报（自然科学版）

东北大学学报(自然科学版) ›› 2010, Vol. 31 ›› Issue (5): 746-749.DOI: -

• 论著 • 上一篇    下一篇

一种知识服务客户满意度的评价方法

于宏国;樊治平;张重阳;李霞;   

  1. 东北大学工商管理学院;
  • 收稿日期:2013-06-20 修回日期:2013-06-20 出版日期:2010-05-15 发布日期:2013-06-20
  • 通讯作者: -
  • 作者简介:-
  • 基金资助:
    国家创新研究群体科学基金资助项目(70721001);;

An evaluation method for customer satisfaction of knowledge service

Yu, Hong-Guo (1); Fan, Zhi-Ping (1); Zhang, Chong-Yang (1); Li, Xia (1)   

  1. (1) School of Business Administration, Northeastern University, Shenyang 110004, China
  • Received:2013-06-20 Revised:2013-06-20 Online:2010-05-15 Published:2013-06-20
  • Contact: Yu, H.-G.
  • About author:-
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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.

关键词: 知识服务, 客户满意度, 评价指标体系, 模糊评价

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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