A Fuzzy Logic Approach to Evaluation of Customer Satisfaction

Subject Areas : Jounal of Marketing Management

H.  Hamidi ¹ (عضو هیات علمی دانشکده مهندسی صنایع، دانشگاه صنعتی خواجه نصیرالدین طوسی، تهران)

Received: 2015-10-01 Accepted : 2015-10-01 Published : 2015-09-23

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

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.