A TOPSIS-Based Synthetic Evaluation Method for Customer Satisfaction
Quantitative evaluation of service quality is very important in modern service industry, so there has important theoretical and practical significance of studying comprehensive evaluation method of customer satisfaction. This paper discusses customer satisfaction concept and constructs evaluation index system for customer satisfaction oriented information service, then describes the theories and procedures of TOPSIS evaluation method and entropy weighted method. Finally, this paper takes university librarya typical kind of information service industry for example, using TOPSIS method to evaluate the library’s reader satisfaction, discusses the evaluation results and gives suggestions for improving its information service quality and level based on the results.
informationservice customersatisfaction TOPSIS syntheticevaluation entropyweightedmethod
Ying-Liang Wu Xing-Yan Zhu
Department of E-Business, School of Economics and Commerce,Research Institute of Modern Service Indu Department of E-Business, School of Economics and Com-merce, South China University of Technology Gu
国际会议
广州
英文
1-6
2011-05-13（万方平台首次上网日期，不代表论文的发表时间）