Font Size: a A A

Investigation On The Design Of Collection And Evaluation System Of Customer Satisfaction Information Based On Electronic Business

Posted on:2004-06-01Degree:MasterType:Thesis
Country:ChinaCandidate:Q DuoFull Text:PDF
GTID:2156360095960636Subject:Management Science and Engineering
Abstract/Summary:PDF Full Text Request
With China entering WTO, the competition between enterprises becomes more intense, and enterprises are paying more emphasis on the appraisal of their customers' satisfaction, they need to utilize the Electronic Business and other net resources, the modern computers' storage and calculation advantages and the rapidly developing communication technologies to support and build up a system to collect, analyze and evaluate data about customer satisfaction. The design of this system not only includes some programmed process, but also differs according to different customers' psychology and demands, and the aim of customer satisfaction evaluation is to identify and analyze the customers' demands until the customers' needs are satisfied to the largest degree. So an evaluation system needs to be built up according to their respective conditions.After researching on present advanced theoretic and appraisal models of customer satisfaction, this dissertation analyzes the advantages and disadvantages of the present systems of customer satisfaction evaluation, and brings forward the design concept of a data collecting, analyzing and evaluating system on customer satisfaction. In this system, it puts forwards a interactive system using network as interface, regards data mining based on on-lineanalyses and knowledge discovery in Databases as the data processing section, and takes improved analytic hierarchy process and ambiguity method as the core evaluating methods.In the system designing process, this dissertation analyzes the working process of collecting data of customers' satisfaction at first, and it adds the network and more data processing methods into the system, then it designs the workflow chart, the system flowchart and the system structure chart, and at the end, using Long Zhu Ski Group as an example of system research, this dissertation introduces in detail the design and realization of the system.This paper's research also involves the following aspects: the theories and methods of customer satisfaction, AI, network management, on-line data mining, knowledge discovery in Database and evaluation methods design. It aims at satisfying to the largest degree the enterprises' needs to appraise the customer satisfaction, and to ensure that enterprises are capable of standing stable in the market competition.
Keywords/Search Tags:customer satisfaction, evaluation system, data mining, knowledge discovery in databases
PDF Full Text Request
Related items