Research Of Service Industry’s Customer Satisfaction Maximization Problem Based On MOP

With the intensification of market competition, more and more service-oriented enterprises pay attention to their own service quality, Meanwhile, they begin to take a series of measures to improve customer satisfaction so as to increase their competitive ability. The higher their customer satisfaction is, the stronger their profitability is. The number of service personnel with different service capabilities is fixed in a certain period in enterprise, The problem needs to be solved by a target enterprise is how to assign these service personnel in view of different customers so as to maximize customer satisfaction, to realize optimized disposition of the enterprise resources. In view of this, this paper discusses the problem of the service industry customer satisfaction optimization on the basis of these theories of Marketing, Behavioral operations research, Customer relationship management, and so on. This paper firstly analyzes and researches these basic theories which are Customer relationship management, customer satisfaction and its influencing factors and so on. Then this paper constructs the evaluation index system of service-oriented enterprise’s staff service ability by consulting domestic and foreign literature and using theoretical analysis and investigation analysis method for the problem of employee service capability evaluation. According to the behavioral operations research theory, the behavior of the customer and employee is limited rationality, therefore we can not solve directly the problem by using the classical operational research theory. Based on this point, this paper uses the Fuzzy of Fuzzy analytic hierarchy process to solve the behavior of the limited rationality of person. So this paper constructs the customer satisfaction maximization model by the method of combining Fuzzy analytic hierarchy process and MOP(multi-objective programming). The process is as follows:the service staff capacity weight which is in view of different customers, the different customer importance weight and staffs task preference weight are calculated by the method of fuzzy analytic hierarchy process. A multi-objective programming model is constructed by combining the service staff capacity weight, the different customer importance weight and staffs task preference weight. In order to verify the validity of the model, the model is applied to a TianJin medical software service corporation, the results show that the model has strong application and operation. Management staff in service-oriented enterprise can make decision about assignment according to the model to improve competitive edge.