摘要
"顾客满意度"(CSI)是产品特性适应顾客需求的程度。由于不同的顾客对各指标的权重wi和满意度的打分xi是随机的,即wi和xi是随机变量,因此CSI是由wi和xi构成的随机变量,不只以提供点估计为满足,还应提供估计误差范围(即标准差),使得顾客满意度CSI的计算变得很复杂。本文介绍用SPICE仿真软件的Monte-Carlo方法实现CSI的仿真分析计算,得到直方图和各种统计数据,直观明了,快捷高效。并用一个例子予以说明。
The 'CSI' is the degree of satisfaction of the product performances to customer needs. Because of the weights and the satisfaction indexes estimated by different customers are random, so the wi and xi are random variables, and also CSI is a random variable. It is not sufficient to get the point estimation of CSI only, but also need the variation of CSI. The calculation of the variation of CSI is very difficult. We suggest in this paper to get the variation of CSI by the Monte-Carlo method of the SPICE simulation software. It is faster and more efficient than the numerical method. An practical example is given.
出处
《计算机仿真》
CSCD
2003年第9期130-134,共5页
Computer Simulation
关键词
顾客满意度
仿真
随机变量
CSI
计算机仿真
CSI
Weight
Satisfaction index
Random variable
Monte-Carlo method
Histogram
