The Study On Evaluation Index System Of Satisfaction Of CBA Spectators Based On Customer Value

The experts and scholars in the world have gained many achievements in the study of customer satisfaction both on basic theory and on measurement.but, With the constant deepening of Satisfaction Study, Scholars believe that only with the concept of customer value in order to make satisfaction study a more accurate starting point. Currently, Satisfaction theory, such as banking, the areas of industrial enterprises have a wide range of applications and development. However, the satisfaction theory in the field of applied research CBA few, especially the customer value as a starting point to study almost in a blank. With the CBA, the continued growth and development, CBA arena as an integral part of the CBA league and its quality of service has also been more and more attention. Therefore, this article in the light of domestic and international academic research in the field in customer satisfaction in some of the basic theories and methods of assessment, based on the combined CBA track its own characteristics, designed based on customer value CBA stadium audience satisfaction evaluation index system, and fuzzy comprehensive evaluation method will be applied to the CBA stadium audience satisfaction evaluation studies. On this basis, this paper shows that the method by example method of operation. CBA would like to track the management of service quality evaluation of the feasibility of methods, as well as satisfaction with CBA venue to further enhance the audience can play a catalytic role.Paper in the first part of the Institute based on the theoretical basis, models and methods introduced, including the Ku satisfaction theory, customer value theory, analytic hierarchy process, fuzzy evaluation model.The second part of the value and customer value leads to the ability of these two concepts, and CBA venue to explore how to reflect the customer value.In the third part of this article is mainly based on customer value theory as a guide, combined with the inherent characteristics of CBA venue to establish evaluation index system.When the evaluation index is established, the article In the fourth part of the expert survey-based, using AHP to calculate the weights of evaluation indexes at all levels, and through practical exercises in the last part shows that the indicator system method of operation.