基于层次分析法的电信客户满意度的综合评价方法-豆柴文库

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基于层次分析法的电信客户满意度的综合评价方法
Title:AComprehensiveEvaluationMethodforTelecommunicationsCustomerSatisfactionbasedonAnalyticHierarchyProcess(AHP)
Introduction:
Customersatisfactionisacriticalfactorinthesuccessofanybusiness.Inthetelecommunicationsindustry,customersatisfactionisparticularlyimportantduetotheintensecompetitionandhighcustomerchurnrate.Toeffectivelymeasureandimprovecustomersatisfaction,businessesneedacomprehensiveevaluationmethodthatconsidersmultiplefactorsandtheirrelativeimportance.ThispaperproposesamethodbasedontheAnalyticHierarchyProcess(AHP)forthecomprehensiveevaluationoftelecommunicationscustomersatisfaction.
I.AnalyticHierarchyProcess(AHP):
AHPisadecision-makingtoolthatallowsforthesystematicevaluationofcomplexproblemswithmultiplecriteria.AkeyfeatureofAHPisitsabilitytodealwithsubjectivejudgmentsbycapturingtherelativeimportanceofdifferentcriteriaandalternatives.AHPinvolvesconstructingahierarchyofcriteria,pairwisecomparisons,andderivingweightstocalculatetheoverallpriorityofalternatives.
II.ConstructingtheHierarchy:
Toassesstelecommunicationscustomersatisfactioncomprehensively,ahierarchicalstructurecanbedeveloped,consistingofmultiplecriteriaandsub-criteria.Themaincriteriamayincludenetworkquality,customerservice,billingandpricing,andvalue-addedservices.Thesemaincriteriacanbefurtherdecomposedintosub-criteria,suchascallquality,responsetime,transparencyofbilling,andvarietyofavailableservices.
III.PairwiseComparisons:
Oncethehierarchyisconstructed,pairwisecomparisonsareconductedtodeterminetherelativeimportanceofcriteriaandsub-criteria.Expertsorcustomerscanbeinvolvedinthesecomparisons,wheretheyassignnumericalvaluesrepresentingtherelativeimportanceorsatisfactionlevels.Forinstance,expertscanbeaskedtocomparetheimportanceofnetworkqualityversuscustomerservice,andassignavalueonascaleof1to9indicatingtheirpreference.
IV.DerivingWeightsandOverallPriority:
Thepairwisecomparisonmatricesareusedtoderiveweightsforeachcriterionandsub-criterion.WithAHP,thejudgmentsaresynthesizedtoobt