![](/images/graphics-bg.png)
A Multiobjective Decision-Making Method of Service Element Allocation of Customer Behavior
Joint Authors
Zhang, Qingshan
Xu, Wei
Yu, Yinyun
Source
Discrete Dynamics in Nature and Society
Issue
Vol. 2018, Issue 2018 (31 Dec. 2018), pp.1-16, 16 p.
Publisher
Hindawi Publishing Corporation
Publication Date
2018-02-14
Country of Publication
Egypt
No. of Pages
16
Main Subjects
Abstract EN
How to effectively configure the resources to maximize customer satisfaction is an important research topic in the service quality evaluation.
This paper proposes a service quality evaluation under fuzzy environment method that takes customer satisfaction as the goal and considers enterprise resource constraints and customer fuzzy evaluation information at the same time.
In this method, we first use expert Delphi method to get service elements and service items.
Meanwhile, we design questionnaires to collect customer language fuzzy evaluation information and use FHAHP model to calculate the relative weight vector of the service items.
Second, the customer is subdivided into market segmentation considering the customer total consumption and the service expectation value using the Logit model.
Next, the customer satisfaction of the service schemes is calculated considering the customer’s expectation of the service schemes.
Then, the maximum satisfaction of the customer group is calculated under the condition of enterprise resource constraint.
Finally, an example is used to illustrate the feasibility and effectiveness of the proposed method.
American Psychological Association (APA)
Xu, Wei& Yu, Yinyun& Zhang, Qingshan. 2018. A Multiobjective Decision-Making Method of Service Element Allocation of Customer Behavior. Discrete Dynamics in Nature and Society،Vol. 2018, no. 2018, pp.1-16.
https://search.emarefa.net/detail/BIM-1152512
Modern Language Association (MLA)
Xu, Wei…[et al.]. A Multiobjective Decision-Making Method of Service Element Allocation of Customer Behavior. Discrete Dynamics in Nature and Society No. 2018 (2018), pp.1-16.
https://search.emarefa.net/detail/BIM-1152512
American Medical Association (AMA)
Xu, Wei& Yu, Yinyun& Zhang, Qingshan. A Multiobjective Decision-Making Method of Service Element Allocation of Customer Behavior. Discrete Dynamics in Nature and Society. 2018. Vol. 2018, no. 2018, pp.1-16.
https://search.emarefa.net/detail/BIM-1152512
Data Type
Journal Articles
Language
English
Notes
Includes bibliographical references
Record ID
BIM-1152512