Research On Evaluation Of Customer Satisfaction Of BPO Enterprise Based On Analytic Hierarchy Process

Since the 1990s, along with the advancement of economic globalization as well as the fast development of information and communication technology, essential factors, including capital, technology, and personnel, have been made the adjustment and reorganization around the world; meanwhile, the world 500 strongest enterprises have raised the new growth pattern of corporate in the new millennium in the whole world—the BPO (Business Process Outsourcing) tide, so that the BPO business has achieved fast development globally.To the BPO enterprises which take the outsourcing service as the foundation, customers are the BPO enterprises' basis of survival and development. Customer satisfaction and the customer loyalty have very high positive relevance, so that customer satisfaction is the profitable target which the BPO business operation must realize. Therefore, research on customer satisfaction evaluating indicator system and the generalized analysis method of customer satisfaction, with strong guidance and practical usage, are of great importance for the BPO enterprises.This thesis takes the BPO enterprises as the research subject, customer satisfaction as the object; it carries out the study based on the fruits of the previous customer satisfaction researches, the Analytic Hierarchy Process and the Fuzzy Comprehensive Evaluation method's researches. After fundamental theory concept discussion, the thesis concretely analyzes the characteristics of BPO enterprises' customers, and then establishes the BPO enterprises' customer satisfaction evaluating indicator system, which is composed of the following five aspects: product quality, service quality, project management, technical ability and the other factors, including 23 concrete targets. It employs the Analytic Hierarchy Process to determine weight, and the Fuzzy Comprehensive Evaluation to carry out the synthetic evaluation, which has realized the effective combination of the qualitative analysis and the quantitative analysis, to ensure the findings' scientific credibility. Finally, it carries out the empirical research on the data gathered from the concrete enterprises, and further proves the theory's feasibility. It provides a practical and scientific research tool on customer satisfaction management for the present BPO enterprises, and gives some suggestions on promotion of the BPO enterprises' customer satisfaction level.