21-09-2017, 11:48 AM
With the development of the most distant market economy considers customer satisfaction has become the purpose of individual enterprise management, therefore customer satisfaction becomes especially important to evaluate the social performance of the company. When analyzing the concept of customer satisfaction, a method is given to quantitatively describe the evaluation index on customer satisfaction and establishes a model of evaluation of customer satisfaction based on an undetermined measurement. Also, the weight of the classification of the index was established by entropy of the information. The calculation example shows the efficiency of the method to measure customer satisfaction.