基于证据推理的快餐店顾客满意度评价方法-《计算机技术与发展》

文章信息/Info

Title:: An Evidence Reasoning-Based Evaluation Method of Customer Satisfaction Degree of Fast-Food Chain Store

作者:: 汪伟¹ 钟金宏¹; 2 李兴国[1; 3]; [1]合肥工业大学管理学院[2]过程优化与智能决策教育部重点实验室[3]合肥工业大学电子商务研究中心

Author(s):: WANG Wei ; ZHONG Jin-hong1＇2; LI Xing-guo1＇3; [1]School of Management, Hegel University of Technology[2]MOE Key Laboratory of Process Optimization and Intelligent Decision-making[3]E-business Center of Hefei University of Technology

Keywords:: evidence reasoning; fast-food chain store; customer satisfaction degree; index systems

摘要:: 结合快餐店的特点，选取对快餐店顾客满意度有重要影响的评价指标，运用专家打分的方法确定各评价指标的权重，从产品、服务和环境三个方面建立快餐店顾客满意度的评价指标体系。针对实际评价过程中信息不完全和问卷选项不标准等问题，设计了一种基于证据推理的快餐店顾客满意度评价方法。通过安徽省某公司的8家连锁快餐店的实例分析，验证了所提评价方法的有效性和实用性，并依据评价结果给出了提高顾客满意度的合理化建议，对快餐行业的经营活动具有一定的指导作用

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 store is constructed from three parts of the product, service and environments. In the view of the incomplete infor- mation 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 fast-food chain stores 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