| 行业服务的顾客满意度效率测算 |
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| 引用本文： | 阮敬.行业服务的顾客满意度效率测算[J].数学的实践与认识,2009,39(5). |
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| 作者姓名： | 阮敬 |
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| 作者单位： | 首都经济贸易大学统计学院,北京,100070 |
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| 摘 要： | 利用DEA的C2R模型,在以偏最小二乘法为计算方法的顾客满意度模型基础上,实现顾客满意度测算结果的后续应用和以顾客为导向的服务效率合理测算;并以新疆自治区通信行业某运营商为实证,指出这种测算方法不仅反映了各项服务投入的总体运用效果,而且明确了提高相对有效性具体需要解决的服务内容,对考核和提升全行业服务效率提供有力依据.
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| 关 键 词： | 顾客满意度 PLS 顾客导向 服务效率 DEA |
The Customer-Oriented Industrial Service Efficiency Based on DEA Model |
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| RUAN Jing.The Customer-Oriented Industrial Service Efficiency Based on DEA Model[J].Mathematics in Practice and Theory,2009,39(5). |
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| Authors: | RUAN Jing |
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| Abstract: | This paper focuses on a new application of using C2R model of DEA to calculate customer-oriented industrial service efficiency on the basis of customer′s satisfaction index modeling which settled by means of partial least square.The strongest evidence of telecom industry is for this measurement of service efficiency,and for the outcome of powerful proposal and decision making. |
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| Keywords: | PLS DEA |
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