用因子分析法构建医院顾客让渡价值模型

使就医顾客满意对于加强医院的竞争力十分重要。本文选择十六项指标构建就医客户满意指标体系,通过因子分析法将其简化为六个主因子,它们分别是医师服务态度、就诊方便程度、医疗水平、候诊方便、收费高低、诊疗手续。基于这些主因子,我们建立医院顾客让渡价值模型。并根据该模型,分析医院的经营策略。     

考虑预算约束的旅游服务质量提升决策方法

通过对Kano模型的定量化分析,从最大化顾客满意视角提出考虑预算约束的旅游服务质量提升决策方法。采用问卷调查方式获取顾客旅游服务质量因素的评价信息;依据Kano模型,对评价信息进行处理并建立顾客满意度与旅游服务质量满足水平的关系函数(S-CR);基于S-CR函数构建考虑预算约束条件下、顾客满意最大化的旅游服务质量提升决策模型,通过求解确定最优的预算分配方案。最后,通过实证验证模型的可行性与有效性。     

The assessment of user-perceived web quality: Application of a satisfaction benchmarking approach

The assessment of website quality is considered as a problem of measuring user satisfaction, in order to analyse user perceptions and preferences. The presented pilot user satisfaction survey concerns the major cellular phone service providers in Greece. The analysis is based on a multicriteria preference disaggregation approach for satisfaction benchmarking analysis and consists of the following parts: (1) the user satisfaction analysis, which concerns the identification of customer preferences and includes the estimation of the relative importance and the demanding level of the different user satisfaction dimensions, and (2) the satisfaction benchmarking analysis, which is mainly focused on the performance evaluation of the competitive organisations against the satisfaction criteria, as well as the identification of the competitive advantages of each company. The results presented in this paper demonstrate how business organisations may locate their position against competition, pinpoint their weak points and determine which website characteristics will improve their global performance.     

Hierarchical facility network planning model for global logistics network configurations

This paper presents a novel hierarchical network planning model for global logistics (GLs) network configurations. The proposed method, which is based on the fundamentals of integer programming and hierarchical cluster analysis methods, determines the corresponding locations, number and scope of service areas and facilities in the proposed GLs network. Therein, a multi-objective planning model is formulated that systematically minimizes network configuration cost and maximizes both operational profit and the customer satisfaction rate. Particularly, potential risk-oriented costs, such as macro-environmental-risk and micro-operational-risk costs are considered in the proposed model. Numerical results indicate that the overall system performance can be improved by up to 11.52% using the proposed approach.     

Modeling customer satisfaction with new product design using a flexible fuzzy regression-data envelopment analysis algorithm

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.     

Dynamic,customer-oriented improvement of supply networks

The paper considers the dynamic coordination of a supply network consisting of one supplier company and multiple customer companies. The ongoing business relationships are based on general contracts. But also the informal understandings and agreements that are facilitated by ongoing business relationships are taken into account: the supplier tries to reduce the prevailing information asymmetry by performing regular customer satisfaction surveys. This information together with the contract attributes is used by the supplier to improve the performance of its business processes and/or the contract attributes that contribute the most to improving total customer satisfaction. We propose a four-stage decision-making procedure which is mainly based on statistical analyses (dependency analysis, logit model) and a managerial procedure describing whether the supplier should renegotiate the contract with a specific customer to improve the performance of the overall network. The statistical analysis is illustrated by a real-world case study of a medium-sized German company and its customers.     

Productivity and customer satisfaction in Swedish pharmacies: A DEA network model

This paper presents a Data Envelopment Analysis (DEA) network model that allows inclusion of customer satisfaction in efficiency and productivity measures. The network consists of a production node and a consumption node and offers flexibility in modelling the production and consumption process where a firm-specific allocation of input resources to production and customer oriented activities is allowed. The proposed model is applied on a sample of Swedish pharmacies with organizational objectives that necessitates a monitoring of efficiency and productivity as well as customer satisfaction. Estimation results from the network model and a direct productivity model (without customer satisfaction) are compared and indicate that the technical efficiency is lower under the network model. The productivity results indicate productivity progress under both models, albeit with a slower rate of change under the network model.     

居民用户峰谷分时气价模型及其优化求解方法

针对天然气的居民用户制定合理的峰谷分时气价,能有效地削峰填谷,从而保证燃气管道安全稳定地运行。本文构建用户需求响应和满意度函数,并在此基础上建立以最小化最大峰负荷和峰谷负荷差,及最大化用户满意度为目标的需求侧峰谷分时气价优化模型。采用蚁群算法对模型进行求解,该算法收敛性较好,同时也避免局部最优的缺点。算例结果表明,在兼顾公平与效率的前提下,峰谷分时气价模型能有效地降低最大峰负荷和峰谷负荷差,同时存在最优的峰、平、谷价格,使得用户满意度最大;另外本文也验证了模型的有效性及可行性。此方法为天然气合理定价机制的建立及政策的制定提供了理论依据。     

基于即时配送和收益激励的众包物流运力调度研究

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。     

基于Kano模型的产品定制属性识别分析及应用

识别对顾客有效的定制属性是定制化生产需要首先解决的一个重要问题.采用Kano问卷方法探求影响顾客满意的三类重要质量特性:迷人质量、期望质量和当然质量,并结合Kano影响图分析和属性重要度分析方法识别顾客希望定制的产品属性,最大程度地提高顾客的满意度.以笔记本电脑装配定制为例开展了详细的应用研究.     

质量、价格对顾客满意度的影响

关于质量、价格对顾客满意度的影响,尽管许多学者已经取得了显著的成就,但是这些研究都是基于定性分析,本部分转变研究角度,利用数学方法,分析质量、价格对顾客满意度的影响,给出顾客满意度和质量、价格的函数关系式;提出顾客满意度关于质量的弹性概念和顾客满意度关于价格的弹性概念,这样就可以从量化的角度来研究不同水平的质量或者不同价格对顾客满意度的影响及其非线性关系.     

关系感知在银行业顾客忠诚形成中的中介机制研究

以银行业为背景,以顾客关系感知中的满意和信任为中介变量,建立企业形象、转换成本和服务质量三个典型营销要素影响顾客忠诚意向和忠诚行为的概念模型,并进行了实证检验.研究发现:企业形象、服务质量和转换成本会显著影响顾客忠诚行为,其中服务质量影响最大;顾客满意在企业形象和服务质量对顾客忠诚行为的影响中有不完全中介作用;信任在服务质量对顾客忠诚行为的影响中也有不完全中介作用.此外,顾客忠诚意向是营销要素影响顾客忠诚行为的重要中介变量.     

Fuzzy linear programming models for NPD using a four-phase QFD activity process based on the means-end chain concept

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.     

基于让渡价值的顾客满意度比较模型的案例研究

基于顾客让渡价值的CSI的比较模型是一种研究顾客让渡价值总体满意度与顾客总价值满意度、顾客总成本满意度三者之间关系的模型。本研究以问卷调查的方式获得家电产品消费者对顾客让渡价值各因子重要性、满意度的一手资料,运用SPSS软件进行数据分析与处理.分析结果表明可以通过分析顾客让渡价值各因子的满意度来预测总满意度.同时,家电产品各因子重要性和满意度的调查结果为家电经营者提供了有价值的信息。     

Fuzzy goal programming for inventory management: A bacterial foraging approach

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.     

An evaluation approach to engineering design in QFD processes using fuzzy goal programming models

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.     

基于企业网络舆情的客户满意度分析及管理方法

社交网络平台的迅速发展,促使网络舆情成为企业获取商业情报、扩大竞争优势的重要信息来源。本文针对网络舆情环境下的企业客户关系管理问题展开研究。通过构建企业客户推动式信息反馈模型,描述了企业客户、网络用户与企业网络舆情间的联系,并依据信息反馈模型,提出变尺度聚类算法。该算法将传统聚类方法的求解过程由单一尺度分析扩展到多尺度分析,克服了实际数据聚类应用过程中的聚类结果特征不显著问题。本文选取新浪微博作为数据源,利用企业网络舆情数据集和企业客户数据集进行数据分析实验。实验结果表明,企业可以通过获取与其主营业务相关的网络舆情信息,实现客户满意度预测;同时,变尺度聚类算法结果能够为企业进一步制定销售战略和销售战术提供决策支持。     

顾客满意度模型

本运用层次分析法建立数学模型，对顾客在消费过程中对企业满意程度的问题进行科学的测量，该模型可推广到一般满意度的测量问题中。     

Bayesian hierarchical models to analyze customer satisfaction data for quality improvement: a case study

Customer satisfaction data collected by a large cellular phone service provider are to be used to evaluate and improve the quality of their service. For this purpose, we propose a Bayesian treatment of a joint‐response chain graph relating partial assessments of specific aspects of quality to an overall assessment of the service quality. The resulting Bayesian model can be used to render basic geographical and temporal differentiation, allowing the company to undertake direct corrective actions. Both normal and binary models are considered for our customer satisfaction data and are compared with other currently used methods in the study of customer satisfaction. Copyright © 2011 John Wiley & Sons, Ltd.     

顾客满意度测评的模糊集合论模型

基于国际通用的顾客满意度测评的计量经济学模型，应用模糊综合评判和模糊推理建立顾客满意度测评的模糊集合论模型，介绍“五一黄金周”旅游市场顾客满意度测评的实证研究。