| 基于广义最大熵的顾客满意度测评研究 |
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| 引用本文： | 刘燕,陈英武.基于广义最大熵的顾客满意度测评研究[J].运筹与管理,2006,15(5):154-159. |
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| 作者姓名： | 刘燕 陈英武 |
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| 作者单位： | 国防科技大学,信息系统与管理学院,湖南,长沙,410073 |
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| 摘 要： | 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.
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| 关 键 词： | 企业管理 顾客满意度测评 广义最大熵 |
| 文章编号： | 1007-3221(2006)05-0154-06 |
| 收稿时间： | 04 10 2006 12:00AM |
| 修稿时间： | 2006年4月10日 |
A Study on Customer Satisfaction Measurement Based on Generalized Maximum Entropy |
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| LIU Yan,CHEN Ying-wu.A Study on Customer Satisfaction Measurement Based on Generalized Maximum Entropy[J].Operations Research and Management Science,2006,15(5):154-159. |
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| Authors: | LIU Yan CHEN Ying-wu |
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| Institution: | College of Information System and Management, National Univ of Defense Technology, Changsha 410073, China |
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| Abstract: | In this paper, a new method for limited or incomplete data based on generalized maximum entropy is applied to measure customer satisfaction. A sample used for ACSI has been used to generate simulated data in order to compare the performance of GME with that of PLS. The results show that GME method can achieve a higher imitating precision and fewer prediction errors compared with that of PLS, which is prominent when the sample size is smaller. |
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| Keywords: | business management customer satisfaction measurement generalized maximum entropy |
| 本文献已被 CNKI 维普 万方数据 等数据库收录！ |
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