Comprehensive evaluation of customer satisfaction in the supply chain

摘要：

The satisfaction of ultimate customer can measure with four gross criteria in the supply chain, and can subdivide into ten sub-criteria. Customer satisfaction mainly performs from customer, so there is certain preference as a weight to each criterion. The weight is difficult to focus on one point, but can establish the scope generally. Moreover, the decision maker has certain preference to each criterion according to the supply chain characteristics. This paper makes use of multiple criteria decision making theories and statistics to research comprehensive evaluation of customer satisfaction in the supply chain on condition of the weight scope.

关键词： supply chain customer satisfaction preference weight

作者: Ruonan Zhu Jiang Xin Bingyong Tang Yuyun Zeng

作者单位: Glorious Sun School of Business and Management, Donghua University School of Management;Harbin Scien Harbin Science & Technology University Harbin, P.R.China School of Management Harbin Science & Technology University Harbin, P.R.China Glorious Sun School of Business and Management,Donghua University Shanghai, P.R.China

会议类型: 国际会议

会议名称: 2007 Conference on Systems Science, Management Science and System Dynamics(第二届系统科学、管理科学与系统动力学国际会议)

会议地点: 上海

会议语种:英文

页码: 3211-3216

在线出版日期: 2007-10-19（万方平台首次上网日期，不代表论文的发表时间）