计算机技术与发展2012，Vol.22Issue(5)：258-261,4.
基于证据推理的快餐店顾客满意度评价方法
An Evidence Reasoning-Based Evaluation Method of Customer Satisfaction Degree of Fast-Food Chain Store
摘要
Abstract
Based on the characteristic of the fast-food store,selected the evaluation index that greatly influenced the customer satisfaction degree, and used the method of expert- scoring to determine the weight of each index ,the evaluation index system of customer satisfaction degree of the fast-food stole is constructed from three parts of the product, service and environments. In the view of the incomplete information in the evaluation process and the option of questionnaire is non-standard, an evaluation method of customer satisfaction degree of the fast-food store based on evidence reasoning is designed. By the case analysis of eight fasr-food chain stares of a company in Anhui Province, the proposed approach is validated. According to the evaluation results, put forward some reasonable suggestions to improve customer satisfaction degree of the fast-food store,which are conducive to business activities of fast-food industry.关键词
证据推理/快餐店/顾客满意度/指标体系Key words
evidence reasoning /rast-food chain store/ customer satisfaction degree/ index systems分类
管理科学引用本文复制引用
汪伟,钟金宏,李兴国..基于证据推理的快餐店顾客满意度评价方法[J].计算机技术与发展,2012,22(5):258-261,4.基金项目
安徽省自然科学基金(090416249) （090416249）
安徽省人文社科研究重点项目(2011sk006zd) （2011sk006zd）
