| 商业银行顾客满意度的多层次模糊评价研究 |
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| 引用本文： | 刘荣. 商业银行顾客满意度的多层次模糊评价研究[J]. 兰州学刊, 2010, 0(6): 51-53 |
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| 作者姓名： | 刘荣 |
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| 作者单位： | 大连大学,经济管理学院,辽宁,大连,116622 |
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| 摘 要： | 运用模糊数学理论在已有的商业银行顾客满意度评价指标体系基础上,提出了一种全新的商业银行顾客满意度评判方法——模糊综合评判法,该方法能够比较客观公正地对商业银行顾客满意度进行评价,为商业银行全面质量管理评估的开展提供新的可行性评价方法,并通过实例验证了该方法的有效性。
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| 关 键 词： | 多层次模糊评价 顾客满意度 商业银行 |
Research on Hierarchical Fuzzy Evaluation for Customer Satisfaction Degree of Commercial Bank |
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| Liu Rong. Research on Hierarchical Fuzzy Evaluation for Customer Satisfaction Degree of Commercial Bank[J]. , 2010, 0(6): 51-53 |
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| Authors: | Liu Rong |
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| Abstract: | Based on the construction of evaluating index system for customer satisfaction egree of commercial bank, we propose a method for evaluating customer satisfaction degree of commercial bank hierarchical fuzzy synthetic evaluation model, this method can pass the fair and objective judg- ment on the customer satisfaction degree, and offer a novel feasible method for the all - sided quality administration of commercial bank. For its effect, this method has been tested by an example. |
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| Keywords: | hierarchical fuzzy syntbetie evaluation model customer satisfaction degree commercial bank |
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