[1]杜艳萍,长青,薛亚茹. 酒店管理信息系统中顾客满意支持系统的设计[J].计算机技术与发展,2016,26(10):151-155.
　DU Yan-ping,CHANG Qing,XUE Ya-ru. Design of Customer Satisfaction Support System of Hotel Management Information System[J].,2016,26(10):151-155.
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 酒店管理信息系统中顾客满意支持系统的设计()
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《计算机技术与发展》[ISSN:1006-6977/CN:61-1281/TN]

卷:
26
期数:
2016年10期
页码:
151-155
栏目:
应用开发研究
出版日期:
2016-10-10

文章信息/Info

Title:
 Design of Customer Satisfaction Support System of Hotel Management Information System
作者:
 杜艳萍; 长青; 薛亚茹
 内蒙古工业大学 管理学院
Author(s):
 DU Yan-ping; CHANG Qing; XUE Ya-ru
关键词:
 ; 顾客满意度; IPA模型; 熵权; 模糊综合评价
Keywords:
 ; customer satisfaction; IPA ;  model; entropy weight; fuzzy ;  comprehensive  ; evaluation
分类号:
TP302
文献标志码:
A
摘要:
 传统的问卷式酒店顾客满意调查方法在实用中存在时滞性、成本高、反馈效率低、整理分析困难等诸多问题。基于美国满意度指数( ACSI)模型，设计了酒店顾客满意度测评体系，通过熵权法和模糊综合评价法确定各影响因素的重要性权重并计算出各因素的实际满意度和总体满意程度；运用多因素贡献模型( IPA模型)，有效确定酒店服务中需要改进与保持的服务因素，最后用系统开发技术对酒店管理信息系统中顾客满意支持系统进行了设计和实现。该系统可随时调整问卷中影响酒店服务的因素，及时分析新加入因素的影响；可以及时快速地分析顾客的测评结果和反馈意见，动态确定各个影响因素的重要性权重，快速地界定其在IPA模型中的状态，为酒店管理者及时改进酒店的服务质量提供意见和参考。
Abstract:
 The traditional hotel customer satisfaction questionnaire investigation method exists the practical problem of time-lag,high cost and low efficiency of feedback. Based on ACSI ( American Customer Satisfaction Index) model,the evaluation indexes system of custom-er satisfaction in hotel is designed. The principle of entropy weight method and FCE ( Fuzzy Comprehensive Evaluation) confirm the weight of each factor and customers’ general satisfaction. The multi-factor contribution model ( IPA) is applied to confirm the factors need to improve and keep in hotel. At last,using techniques and methods of system,the customer satisfaction management system is de-signed and implemented. The system can analyze customer feedback timely,determine the importance of the various factors affecting the weight dynamically,defining their status in IPA model quickly,and improving service quality to provide advice and reference for hotel managers timely. It makes a valuable reference to improve the service quality of the hotel.

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更新日期/Last Update: 2016-11-29