The Design of Customer Satisfaction Analysis Model Based on Hierarchical Fuzzy System
A new method of constructing customer satisfaction (CS) analysis model is proposed in detail. Based on statiscal anahsis, reliability analysis, validity analysis and factor analysis of sample data, the hierarchical model of customer satisfaction analysis is designed using the theory of hierarchical rule structure. In such model, the customer satisfaction anahsis system is partitioned into seven subsystems, each of them holds independent functions. After sorting input variables of each subsystem, the rule base is created using the method of fuzzy rule amplification, and then the rule base is optimized by SVD, interpolation and genetic algorithm. The result of test shows the fuzzy system of customer satisfaction analysis constructed in this paper possess good performance.
Hierarchical rule structure Customer satisfaction (CS) Model
Huiyu Cao Bin Liu Jianmin He
Institute of Economic Management, Southeast University, Nanjing Jiangsu, 210096, China Institute of Electric and Information Engineering, Nanjing University of Technology, Nanjing Jiangsu
国际会议
北京
英文
484-488
2009-07-24（万方平台首次上网日期，不代表论文的发表时间）