摘要
从品牌、产品、服务和环境等方面建立基于证据推理的连锁快餐企业顾客满意度评价模型。为反映不同店面顾客满意度的差异,依据营业额设定店面权重,将各店面的评价结果作为证据集结出总体满意度。抽样调查安徽省某知名连锁快餐企业的七家分店,获取其一周的问卷数据。通过仿真试验,验证了模型的有效性和实用性,对比两种模型的试验结果,并对企业经营提出了一些建议。
An evaluation model of customer satisfaction for fast-food chain enterprise is established based on the Evidential reasoning （ER） in which the factors of brand, product, service and environment are considered. To reflect the customer satisfaction differences of different stores, the stores are given different weights according to the turnover, and the final satisfaction is obtained by integrating the assessment result of each store using ER. By a sample survey for a famous fast-food chain enterprise in Anhui, a week datum of the seven stores is collected. The model＇s effectiveness and practicality are verified by the simulation, and some suggestions improving the operation are put forward. In addition, the performance of the proposed two models is compared.
出处
《微计算机信息》
2012年第6期116-118,共3页
Control & Automation
基金
基金申请人:钟金宏
项目名称:基于证据推理的产业技术创新联盟伙伴选择方法研究
基金颁发部门:安徽省教育厅(2011sk006zd)
关键词
连锁快餐企业
顾客满意度
证据推理
Fast-food chain enterprise
Customer satisfaction
Evidential reasoning
