A Fuzzy Logic Approach to Evaluation of Customer Satisfaction

Subject Areas : Jounal of Marketing Management

Hodjat  Hamidi ¹ (دانشگاه صنعتی خواجه نصیرالدین طوسی)

Received: 2014-08-25 Accepted : 2015-04-19 Published : 2018-10-23

Keywords: Customer satisfaction, Performance evaluation, Success Rate, Fuzzy Logic,

Abstract :

The method of customer satisfaction performance evaluation based on the fuzzy comprehensive evaluation to provide the customer satisfaction performance evaluation of the enterprise with theoretical. In order to increase the customer satisfaction system implementation success rate in enterprise، enhance competitiveness and management level of the enterprise, enable the enterprise to better adapt to fierce market competition, an in depth study on effect evaluation of the customer satisfaction system is conducted. For improve the customer satisfaction performance needs to do a scientific and comprehensive evaluation. The evaluation on customer satisfaction performance is a complex systemic project. In order to do a scientific evaluation fuzzy comprehensive algorithm is used by this paper. In this study, a new methodology of generating customer satisfaction models using a fuzzy approach is proposed.The results show that our proposal can effectively manage logistics customer service, enabling managers to identify targets and formulate competitive strategies to enhance customer satisfaction.