Proceedings of the 2nd International Academic Conference on Blockchain, Information Technology and Smart Finance (ICBIS 2023)

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Customer Satisfaction Evaluation Method Based on Fuzzy Hierarchy Analysis

Authors
Xiangna Li1, Fang Xu1, Zhaojun Yuan2, Zhenxiang Pan1, *, Bin Ma1, Feifei Lv1, Tao Zhang3
1Beijing FibrLink Communications Co., Ltd., Beijing, 100054, China
2State Grid Information and Telecommunication Branch, Beijing, 100054, China
3Beijing SGITG Accenture Information Technology Co., Ltd., Beijing, 100054, China
*Corresponding author. Email: panzhenxiang@163.com
Corresponding Author
Zhenxiang Pan
Available Online 10 August 2023.
DOI
10.2991/978-94-6463-198-2_67How to use a DOI?
Keywords
fuzzy hierarchical analysis; customer satisfaction; evaluation methods; quadratic graphical model; customer needs; loyalty
Abstract

Facing the problem of low rate of change of customer satisfaction evaluation methods, a customer satisfaction evaluation method based on fuzzy hierarchical analysis is designed. Optimising the customer relationship management structure, promoting the transformation of customers from willingness to behaviour, calculating the conflicting values and information content of each indicator, constructing a customer satisfaction quadratic model, calculating the combination weights and designing the evaluation method based on fuzzy hierarchical analysis. Experimental results: The mean value of the rate of change of the two indicator measures of the customer satisfaction evaluation method in the paper is: 9.253, indicating that the performance of the designed customer satisfaction evaluation method is more perfect after fully integrating the fuzzy hierarchical analysis algorithm.

Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 2nd International Academic Conference on Blockchain, Information Technology and Smart Finance (ICBIS 2023)
Series
Atlantis Highlights in Computer Sciences
Publication Date
10 August 2023
ISBN
10.2991/978-94-6463-198-2_67
ISSN
2589-4900
DOI
10.2991/978-94-6463-198-2_67How to use a DOI?
Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Xiangna Li
AU  - Fang Xu
AU  - Zhaojun Yuan
AU  - Zhenxiang Pan
AU  - Bin Ma
AU  - Feifei Lv
AU  - Tao Zhang
PY  - 2023
DA  - 2023/08/10
TI  - Customer Satisfaction Evaluation Method Based on Fuzzy Hierarchy Analysis
BT  - Proceedings of the 2nd International Academic Conference on Blockchain, Information Technology and Smart Finance (ICBIS 2023)
PB  - Atlantis Press
SP  - 653
EP  - 659
SN  - 2589-4900
UR  - https://doi.org/10.2991/978-94-6463-198-2_67
DO  - 10.2991/978-94-6463-198-2_67
ID  - Li2023
ER  -