Fuzzy Comprehensive Evaluation Model of Customer Satisfaction Evaluation in Service Enterprises

摘要

With multi-level fuzzy comprehensive evaluation, this paper analyses the contradictions between the customer's expectation to service quality and the synthetical influence of multifactors on service quality. Evaluation factors, such as efficiency of service, the transparency of product and charging, the credibility of services, service business convenience, kinds of services and products, are abstracted to develop a fuzzy comprehensive evaluation model of customer satisfaction valuation. The paper has established the mathematics models for fuzzy synthesis evaluating the customer satisfaction of service enterprises, evaluated service in a city, which would be improve the customer's satisfaction in service enterprises.