文章基本信息

标题：Evaluating customers' satisfaction in the industrial company with uncertainty
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作者：Ahmad Jafarnejad ; Mahmood Lotfi
期刊名称：Journal of Soft Computing and Applications
印刷版ISSN：2195-576X
出版年度：2014
卷号：2014
DOI：10.5899/2014/jsca-00034
出版社：ISPACS GmbH
摘要：In this paper, the evaluation of customers'satisfaction is investigated by using group decision making method under uncertainty. Here, we have used the Zadeh's fuzzy concept to model and measure the satisfaction. For this purpose, we have firstly applied the Delphi method with fuzzy Likert scales. Then, the fuzzy ELECTRE technique was used in order to ordering the index and questionnaires. For determining weights of the index we have applied the Zadeh's extension principle. On order to show the applicability of the proposed fuzzy approach, we have provided a case study which was applied in Isfahan Gas Company.
关键词：Zadeh's extension principle; Customers' satisfaction; Fuzzy Delphi method; Ranking