评价电信企业客户满意度动态变化的Malmquist指数

介绍了基于DEA模型的M alm qu ist指数,并在此基础上提出了一种评价电信企业客户满意度动态变化的M alm qu ist指数评价法。运用M alm qu ist指数从纯技术效率、技术变化和主因素生产率等方面,对A省移动通信公司的17个分公司客户满意度的动态变化进行了有效性评价,并指出该公司今后应该通过技术创新和提高技术效率来改善客户满意度。

Malmquist Index to Evaluate Dynamic Changes of Customer Satisfaction in Telecom Enterprises

Dynamic changes of customer satisfaction is very important to service enterprises,especially telecom ones.Malmquist Index based on DEA model was introduced.A new method to evaluate dynamic changes of customer satisfaction in telecom enterprises is proposed.From three aspects,pure technology efficiency,technology changes and principle factor production efficiency,dynamic changes of customer satisfaction in some telecom firms were evaluated by using the Malmquist Index. It is suggested that telecom enterprises be improve their customer satisfaction by technology innovation and technology efficiency.