Study On Customer Satisfaction Evaluation Of Fully Decorated Residence Based On Grey Cloud Model

In recent years,China’s fully furnished residential market has shown a rapid development trend.In the current business landscape,it’s no longer sufficient for companies to only focus on the quality of their products.Instead,they must prioritize the influence of customer satisfaction on overall company performance in order to remain competitive.Residential consumer satisfaction is an important indicator to evaluate and measure the quality of life,and also a vane to reflect the level of product and service quality of enterprises.In order to strengthen the communication and trust between enterprises and consumers,it has become an urgent requirement for real estate enterprises to scientifically quantify the satisfaction of fully furnished residential properties.Drawing from the principles of the customer satisfaction theory,this paper firstly determines the index system of customer satisfaction of fully renovated houses by literature research method and fuzzy Delphi method.The customer satisfaction evaluation is initiated by focusing on five key areas: customer expectations,perception of quality,value perception,customer loyalty,and customer complaints.A comprehensive evaluation system comprising 28 key indexes is developed as a result.Secondly,considering the complexity of evaluation indexes,the vagueness of evaluation level,the randomness and uncertainty in the evaluation process,the gray cloud evaluation model of customer satisfaction of fully renovated houses was gradually constructed by quantifying the indexes,determining the combination weights,and clustering the gray cloud of satisfaction by drawing on the cloud model and gray theory;then,in order to verify the validity and applicability of the evaluation model,the evaluation was carried out by questionnaire design and data collection.Then,in order to verify the validity and applicability of the evaluation model,the empirical analysis was carried out through questionnaire design and data collection,taking Project X and Project Y as examples,the satisfaction evaluation results of the two projects were obtained as Level II and Level III,and the satisfaction clustering analysis was carried out for the indicators of the two projects at all levels,which showed that the customer satisfaction evaluation model could effectively cluster the satisfaction levels of the evaluation objects and could make detailed distinctions under the same satisfaction level,which not only considered the fuzziness of the evaluation results but also overcame the uncertainty of the evaluation process.Finally,based on the analysis results,suggestions for improving customer satisfaction of fully renovated residential buildings are proposed from the perspective of enterprises and government respectively.The research enriches the research results of Chinese academics in the field of fully furnished residential housing and further improves the theoretical system of customer satisfaction application in the field of fully furnished residential housing.In addition,it provides management suggestions for the sustainable development of real estate enterprises and provides a relevant basis for government regulation of the fully renovated residential market.