The Design And Implementation Of Customer Satifaction Evaluatio System Based On Fuzzy Method Of Evaluation

CSR(Consumer satisfactional research),also known as Customer Satisfaction Index. Is a shortname of the satisfaction survey systems of service industry customer, is a relativistic concept, is the matching degree of the customer expectations and customer experience. In other words, it is the index from that customers may be perceived by the effect of a product, compared with expectations derived.Conduct customer satisfaction research, aims to through continuity quantitative research, access to consumer satisfaction with specific services, consumer defects, the rate of re-purchase rate and recommend rate and other evaluation of such indicators, to identify internal and external customer's core issues, found the most efficient and effective way to maximize value.Customer satisfaction surveys in recent years has been widespread attention at domestic and abroad, especially in the service industry customer satisfaction surveys have become an important means of identified business problems and improving services. Domestic satisfaction survey was conducted in the last few years, it has rapidly developed, and the company has attracted more and more attention. In particular, the financial sector, telecommunications industry, due to a huge customer base to achieve one to one service is almost impossible, so through the satisfaction surveys to understand customer needs, business problems, as well as the differences between competitors, which targeted improvements in service work, become even 4 more important. Measurement of customer satisfaction we can get satisfaction with the status quo, to help customers with limited resources to focus on the most valued aspects of the client to achieve the establishment and promotion of customer loyalty and retain customers; sub-brand and customer base research for the stratification, triage and differentiation services to provide a basis for understanding and measuring customer needs; to identify short-board service, analyze customer value and achieve the priority allocation of limited resources the most valuable customers; research service standards, services, processes and service delivery and the gap between customer expectations and find customers concerned about the points and short board and put forward relevant recommendations for improvement.This project is part of the research content of the national 863 Project " The Research and Development of Intelligent Decision Support System for Auto Marketing ". Construction of the automotive marketing of intelligent decision support system aimed at the establishment of China's auto industry to adapt to the development of marketing models to enhance the competitiveness of China's auto enterprises. The system is built on the basis of enterprise data and various management data, combination of data warehousing, online analytical processing, data mining and computational intelligence, e-commerce technologies, summarize and reunification the complex and fragmented business system and application data in the process of auto sales, and achieving improved data analysis and tracking capabilities to facilitate enterprise decision-makers at all levels, access to knowledge, to achieve technical services in the decision-making purposes.This paper mainly achieves the customer satisfaction survey section of the automobiles data requirements of sales decision support system Through the online 5 questionnaire of satisfaction to access the customer feedback on a range of issues, use the fuzzy comprehensive evaluation method to calculation and analysis data, achieve the satisfaction measurement of this issues, enable enterprises to more convenient and intuitive understanding of customer needs and expectations.This paper reserch the concept of customer satisfaction, and research and analysis of the commonly used customer satisfaction measurement models, including Four-scenarios Model, KANO model, The analytic hierarchy process model, American Customer Satisfaction Index model, cluster analysis model and Fuzzy Method of Evaluation model. Finally chose the Fuzzy Method of Evaluation model as the core evaluation method, and analysis the detailes of the satisfaction measurement of the impact factors, analysis to determine the division of the system functional modules based on the demand on the system, designed and implemented a customer satisfaction survey system. By staying close to the system design requirements, functional integrity, reasonable structure, easy to use quickly. System software is divided into two part ,client systems and services systems,based on BS structures.Service system with the core of Spring IOC framework, combined with Struts2 architecture, dependency injection technology to realize the dynamics of each client equipment, service system with a high degree of flexibility and scalability. Service system includes the following target groups: basic business service objects, business services objects, data access objects (DAO) and so on. By way of dependency injection to realize these services calls between objects. At the same time, the server framework of the Spring needs the objects which provision of services outside equipment into the system framework, through a unified external access interface to provide corresponding services. Client-side using JSP technology, using MVC design patterns (Struts2 architecture), call back service interface in the"action", the results returned to the front page.System developed in the MyElipse integrated environment, initially achieve the functions of satisfaction survey of car business customer.