The Study Of Testing And Evaluating The CSI In The P-M Fuzzy Measure Space

The management notion about focus on the customer and satisfy the customer demand has been forming and developing . This competition is a generalized quality competition which embody the customer value and satisfaction, including product properties, technical quality, cost, price, the delivery time limit, the service and so on. Customer satisfaction not only satisfy the receiver of the production and the service, but also satisfy the employee and the society. This generalized quality competition around satisfying the customer and creating value for the customer is impelling the society-economy and the science and technology innovation developing.The Customer Satisfaction Index is a weight average index, it based on the enterprise customer satisfaction index utilize the econometrics model to compute the trade customer satisfaction index, compute the industry customer satisfaction index by the trade customer satisfaction index, and then compute the country customer satisfaction index by the industry customer satisfaction index. The different levels customer satisfaction index reflect the state of the customer satisfaction of the different scope, and offer an effective index for evaluating the whole society quality state at the same time.testing and evaluating the quality of the product or service by the customer satisfaction index has become the new trend of the advanced country and enterprise pushing the development of the science management. Because the management strategic idea of the customer satisfaction adapt the development trend of the market economy globalization and reflect the objective rule of the up-to-date market competition.The study is based on this era, expatiate the theoretical and realize signification of the study about CSI from the plutonomy of Maxis . review the actuals and history of the study about CSI in country or nation, analyze the method and theory of CSI, evaluate theclassical method of testing and evaluating the CSI-the method of Fornellemphatically, and anatomize the core of the Fornell-PLS(Partial Least- SquaresRegression).Based on this, this article joint the MTS(Maharanobis Taguchi System) which is the lasted result of the quality engineering to the PLS from quality engineering, and put forward the theory of testing and evaluating the CSI in the P-M fuzzy measure space creatively.So-called the P-M fuzzy measure space is the standard fuzzy space of testing and evaluating Customer Satisfaction Index which solute the multicollinearity and conform the effective index in consisting of the system of CSI by the PLS,and then affirm the origin and the estimate radius of the benchmark space in the standard fuzzy CSI space by the MTS.The idea of testing and evaluating the CSI in the P-M fuzzy measure space is realized by the Matlab. Finally we design a project of testing and evaluating CSI and demonstrate by the method of the hiberarchy, the fornell method and the P-M fuzzy measure method , contrast these methods , the scientific character of the P-M fuzzy measure method is tested, and we can conclude that the testing and evaluating the CSI in the P-M fuzzy measure space will reinforce the flexility of the measure system, realize the feedback mechanism of the testing and evaluating system of CSI, and the integrality of the testing system is improved.The Study about this task not only make the meaning of the CSI become abundant open the view and inaugurate the field of the CSI study, but also have the value in practice and fill up the blank of testing and evaluating Customer Satisfaction Index (CSI) in our country.It has been proved by the national experience that the testing and evaluating Customer Satisfaction Index (CSI) in the countrywide has spanning the space and time significance for the country economic. The customer satisfaction index according to the Fornell method will be comparable among the countries in theory. The Customer Satisfaction Index (CSI) will become the national quality index for balancing the state of economic. So we should design the...