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1.
"办好人民满意的社区教育"正成为广大社区教育工作者办学理念和实践宗旨.指出社区教育社区成员满意度测评是社区教育发展和建设中不可或缺的重要一环.阐述社区教育社区成员满意度测评的理论依据.在构建社区教育社区成员满意度测评指标体系的基础上,提出社区成员满意率测评模糊模型,并设计计算机程序用于实际.举出实例得出某街道社区教育社区成员满意度为81.3的结论.  相似文献   

2.
顾客忠诚度测评模型   总被引:2,自引:0,他引:2  
简述顾客忠诚的意义 ,提出顾客心理、言语、行为忠诚的概念 ,提出顾客忠诚度的定义和测评基本原理 ,并在此基础上构建以模糊推理和模糊综合评判为主要工具的测评模型 ,且进行实证研究  相似文献   

3.
研究了不确定同时取送货车辆路径问题(VRPSPD),考虑运行环境的不确定性,顾客时间窗口要求和对顾客同时进行取货和送货服务的情况,以运作成本最低和顾客满意度最高为决策目标,构建不确定VRPSPD数学模型。模型中,引入模糊随机理论来描述决策环境中的双重不确定性,假定顾客需求量(送货量)和取货量是模糊随机变量。随后,提出基于模糊随机算子的改进粒子群算法对模型进行求解。为了适应模型特点和提高算法效率,设计合理的编码和解码过程,制定多个适应度函数方案处理多目标问题,并应用更加科学的更新策略。最后在应用案例中,通过参数测试获取合理的算法参数取值,采用计算结果分析和求解算法测评验证模型和算法的有效性。  相似文献   

4.
基于"CS-IF"矩阵的顾客满意度测评指标体系研究   总被引:2,自引:0,他引:2  
赵延昇  许晓 《运筹与管理》2008,17(1):154-159
测评指标体系是顾客满意度测评的核心.本文介绍了一种基于"CS-IF"矩阵的顾客满意度测评指标体系研究方法,更加准确、有效得指导企业改进服务短板,持续提升顾客满意度,并以A省移动公司近期某阶段的满意度测评为例介绍了此方法的应用.  相似文献   

5.
模糊数学在教育测评中的应用   总被引:1,自引:0,他引:1  
教育测评所得到的往往是模糊信息,难以量化,且当所测对象为多人时,难以进行分析和比较.利用模糊数学的特点,建立了模糊教育测评模型,能将测评结果量化,易于分析和比较,并能有效减少测评中人为因素的干扰,从而提高测评的科学性.  相似文献   

6.
刘燕  陈英武 《运筹与管理》2006,15(5):154-159
本文提出了应用广义最大熵(Generalized Maximum Entropy,简称 GME)的方法对顾客满意度进行测评,该方法能够处理有限的或者不完全数据.采用了一个应用于美国顾客满意指数(ACSI)的简单模型生成仿真数据,比较GME和PLS两种方法的性能.仿真结果表明,与PLS方法相比,GME方法具有更高的拟合精度和较低的预测误差,在样本数据较少时,表现更为明显.  相似文献   

7.
顾客满意度测评中的问卷检验   总被引:12,自引:0,他引:12  
本文介绍了针对调查问卷设计的合理性与可靠性进行检验的方法———因子分析和信度分析,并以商业企业顾客满意度测评为例进行了实证研究。  相似文献   

8.
阐述教师职业生涯规划管理对于社区学院建设和发展的重要意义.揭示教师职业生涯规划测评采用模糊数学方法具有现实必要性和操作可行性.叙述多维度模糊语言的概念、表示方法、运算规则,梯形模糊数的概念以及基于可信性理论的清晰化方法.提出基于多维度模糊语言和可信性理论测评的基本步骤.提出教师职业生涯规划测评的由4个一级指标、15个二级指标构成的指标体系及其基本含义.以上海市C社区学院为例,开展对7名青年教师的教师职业生涯规划测评的实证研究,得出的结论为:u_5优于u_7优于u_3优于u_1优于u_6优于u_4优于u_2.  相似文献   

9.
基于SEM的气象服务公众满意度测评模型   总被引:1,自引:0,他引:1  
文章在传统顾客满意度测评模型(ACSI)的核心概念和架构的基础上,结合气象服务独特的特点,对其进行了修改和更新,构建了气象服务公众满意度测评的结构方程模型。并进行了相应的实证研究。通过问卷调查获得数据,运用SPSS和SAS等统计软件进行检验,经过一次修改得到较好的拟合模型,在研究分析的基础上给出相应的结论和建议。  相似文献   

10.
高校领导伦理能力测度模型研究   总被引:1,自引:0,他引:1  
提出了高校领导者伦理能力指数的概念,对高校领导者伦理能力的结构体系进行了研究,利用层次分析法和模糊数学建立了一个高校领导者伦理能力多层模糊综合测评模型,最后给出了一个测评实例。  相似文献   

11.
Quality function deployment (QFD) is a customer-driven approach in processing new product development (NPD) to maximize customer satisfaction. Determining the fulfillment levels of the “hows”, including design requirements (DRs), part characteristics (PCs), process parameters (PPs) and production requirements (PRs), is an important decision problem during the four-phase QFD activity process for new product development. Unlike previous studies, which have only focused on determining DRs, this paper considers the close link between the four phases using the means-end chain (MEC) concept to build up a set of fuzzy linear programming models to determine the contribution levels of each “how” for customer satisfaction. In addition, to tackle the risk problem in NPD processes, this paper incorporates risk analysis, which is treated as the constraint in the models, into the QFD process. To deal with the vague nature of product development processes, fuzzy approaches are used for both QFD and risk analysis. A numerical example is used to demonstrate the applicability of the proposed model.  相似文献   

12.
This paper models supply chain (SC) uncertainties by fuzzy sets and develops a fuzzy linear programming model for tactical supply chain planning in a multi-echelon, multi-product, multi-level, multi-period supply chain network. In this approach, the demand, process and supply uncertainties are jointly considered. The aim is to centralize multi-node decisions simultaneously to achieve the best use of the available resources along the time horizon so that customer demands are met at a minimum cost. This proposal is tested by using data from a real automobile SC. The fuzzy model provides the decision maker (DM) with alternative decision plans with different degrees of satisfaction.  相似文献   

13.
根据评价第三方物流客户服务绩效的KPI指标体系,考虑到评价过程中信息的不完全性以及评判者思维模糊性的特点,将综合评价中传统的信息集结算子推广到更一般的三角模运算上,以此建立了基于三角模算子的第三方物流客户服务绩效的灰色模糊综合评判模型。作为综合评价中传统信息集结算子的推广,该模型具有更广泛的适用范围。  相似文献   

14.
基于模糊数学方法的奖学金评定模型   总被引:2,自引:0,他引:2  
本文采用模糊数学的综合评判方法,对奖学金评定中的各因素进行量化,从而使奖学金的评定更加客观公正,并得到了可用于实际操作的评定表格。  相似文献   

15.
An efficient inventory planning approach in today’s global trading regime is necessary not only for increasing the profit margin, but also to maintain system flexibility for achieving higher customer satisfaction. Such an approach should hence be comprised of a prudent inventory policy and clear satisfaction of stakeholder’s goals. Relative significance given to various objectives in a supply chain network varies with product as well as time. In this paper, a model is proposed to fill this void for a single product inventory control of a supply chain consisting of three echelons. A generic modification proposed to the membership functions of the fuzzy goal-programming approach is used to mathematically map the aspiration levels of the decision maker. The bacterial foraging algorithm has been modified with enhancement of the algorithms’ capability to map integer solution spaces and utilised to solve resulting fuzzy multi-objective function. An illustrative example comprehensively covers various decision scenarios and highlights the underlying managerial insights.  相似文献   

16.
基于模糊综合评判方法的DEA模型   总被引:14,自引:1,他引:13  
利用数据包络分析和多目标规划的有关理论,对模糊综合评判方法进行进一步探讨,给出一个建立在模糊综合评判过程基础上的DEA模型,该方法不仅能够增强模糊综合评判结果的客观性,更重要的是它可以找出模糊综合评判中较差单元无效的原因,并能为较差单元的改进提供许多有用的信息。  相似文献   

17.
Quality function deployment (QFD) is a product development process used to achieve higher customer satisfaction: the engineering characteristics affecting the product performance are designed to match the customer requirements. From the viewpoint of QFDs designers, product design processes are performed in uncertain environments, and usually more than one goal must be taken into account. Therefore, when dealing with the fuzzy nature in QFD processes, fuzzy approaches are applied to formulate the relationships between customer requirements (CRs) and engineering design requirements (DRs), and among DRs. In addition to customer satisfaction, the cost and technical difficulty of DRs are also considered as the other two goals, and are evaluated in linguistic terms. Fuzzy goal programming models are proposed to determine the fulfillment levels of the DRs. Differing from existing fuzzy goal programming models, the coefficients in the proposed model are also fuzzy in order to expose the fuzziness of the linguistic information. Our model also considers business competition by specifying the minimum fulfillment levels of DRs and the preemptive priorities between goals. The proposed approach can attain the maximal sum of satisfaction degrees of all goals under each confidence degree. A numerical example is used to illustrate the applicability of the approach.  相似文献   

18.
Quality function deployment (QFD) is a customer-driven approach in processing new product developments in order to maximize customer satisfaction. Determining the fulfillment levels of design requirements (DRs) and parts characteristics (PCs) is an important decision problem during QFD activity processes for new product development. Unlike the existing literature, which mainly focuses on the determination of DRs, this paper proposes fuzzy linear programming models to determine the fulfillment levels of PCs under the requirement to achieve the determined contribution levels of DRs for customer satisfaction. In addition, considering the design risk, this paper incorporates failure modes and effect analysis (FMEA) into QFD processes, which is treated as the constraint in the models. To cope with the vague nature of product development processes, fuzzy approaches are used for both FMEA and QFD. The illustration of the proposed models is performed with a numerical example to demonstrate the applicability in practice.  相似文献   

19.
The success of new products depends greatly on customer satisfaction and meeting the customer needs is vital for new product development. By incorporating customer needs in the design and development process, organizations can improve productivity for their new products and reduce the risks associated with new product markets. Hence, design teams require methods to model customer satisfaction when setting the associated product design attributes. Thus, different approaches have been developed for modeling the relationship between customer satisfaction and product design parameters. In this study, 16 well-known fuzzy regression (FR) models are considered to understand the relationship between customer satisfaction and new product design. The design of FR models is based on the 4Ps marketing mix (product, price, place, and promotion) concept in fuzzy environments. A flexible algorithm is then presented based on the index of confidence, error measures, and data envelopment analysis for selecting the best FR model. The applicability and usefulness of the proposed algorithm is demonstrated experimentally based on an actual case study, where the flexible algorithm is employed to predict customer satisfaction with a new product design in the freezer/refrigerator industry.  相似文献   

20.
基于参与众包物流配送模式的人员闲散、积极性不高,以及客户对即时配送要求并非完全刚性的特征,引入模糊时间窗,将客户满意度量化为众包物流配送人员到达客户位置时刻的模糊隶属度函数。在一定客户满意度下,以最大化众包物流配送人员收益为目标,构建了基于即时配送和收益激励的众包物流运力调度问题模型,考虑到机会、逾时、超载惩罚成本,利用带有动态权重的粒子群算法,通过算例验证分析,结果表明该模型在保证客户满意度和提高众包物流配送人员积极性方面具有可行性和有效性。  相似文献   

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