基于网络层次分析法的电力客户满意度模糊综合评价

针对电力客户满意度评价体系中各指标间的相互影响关系,以及评价对象难以精确界定的问题,将网络层次分析法(analytic network process,ANP)和模糊综合评价法相结合,对电力企业客户满意度进行综合评价。首先利用ANP法确定各评价指标权重,克服了以往层次分析法(analytic hierarchy process,AHP)不能反映指标之间相互影响关系的缺陷;然后构建基于ANP的模糊综合评价模型,以此评价具有不确定性的电力客户满意度;最后借助Super Decisions软件进行实例分析,验证了该评价模型的有效性和科学性。

Fuzzy Comprehensive Evaluation of Power Customer Satisfaction Based on Analytic Network Process

Due to the interaction among indices of power customer satisfaction evaluation system and the difficulty to precisely delimitate the objects to be evaluated,the analytic network process (ANP) is integrated with fuzzy comprehensive evaluation to comprehensively evaluate power customer satisfaction. Firstly,the weights of each evaluation index is decided by ANP to remedy the defects of analytic hierarchy process (AHP) that the interaction among indices cannot be reflected; then a fuzzy comprehensive evaluatio...