The Design of Customer Satisfaction Analysis Model Based on Hierarchical Fuzzy System

Abstract

A new method of constructing customer satisfaction (CS) analysis model is proposed in detail. Based on statiscal analysis, reliability analysis, validity analysis and factor analysis of sample data, the hierarchical model of customer satisfaction analysis is designed using the theory of hierarchical rule structure. In such model, the customer satisfaction analysis system is partitioned into seven sub-systems, each of them holds independent functions. After sorting input variables of each subsystem, the rule base is created using the method of fuzzy rule amplification, and then the rule base is optimized by SVD, interpolation and genetic algorithm. The result of test shows the fuzzy system of customer satisfaction analysis constructed in this paper possess good performance.