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夏普里值在顾客满意度测评中的应用研究
引用本文:王元华,唐伟.夏普里值在顾客满意度测评中的应用研究[J].数学的实践与认识,2008,38(21).
作者姓名:王元华  唐伟
摘    要:利用夏普里值来识别导致顾客不满意的质量属性.因为夏普里值差异很小的质量属性具有高度的相关性,所以可以把具有相同或者类似的夏普里值的质量属性划分为同类属性,从而能够识别导致顾客不满意的质量属性.算例进一步验证该方法的可行性和正确性.

关 键 词:夏普里值  顾客满意度

Research on the Application of Shapley Value to Customer Satisfaction Index Measuring
WANG Yuan-hua,TANG Wei.Research on the Application of Shapley Value to Customer Satisfaction Index Measuring[J].Mathematics in Practice and Theory,2008,38(21).
Authors:WANG Yuan-hua  TANG Wei
Abstract:This paper indentify quality attribute that result in customer dissatisfaction using shapely value.As Shapley values with little difference have high-relativity,we can consider these attributes with similar values as congeneric attributes,therefore aim to indentify quality attributes that result in customer dissfaction is achieved.And example demonstrates the feasibility and the validity to use this method.
Keywords:shapley value  customer satisfaction index
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