Abstract: Customer satisfaction measurement is composed of evaluation quantification and data analysis,however,in the research of former,the problem that uniform quantification is unrealistic and the result is skewed distribution still exist.Through building an unbalanced linguistic evaluation scale,the binary uncertain linguistic terms reflecting fuzziness and overcoming integration deviation in the form of customer preference was used to quantify customer satisfaction originally,which helped to solve the problems of measuring unreal customer evaluation and satisfaction skewed distribution.A case study of new phone development customer satisfaction measurement was used to verify the proposed method.The result analysis and methods' comparison showed that the proposed method was significant at expressing customer emotional tendencies and helping enterprising percept real customer satisfaction.

Key words: customer satisfaction, unbalanced linguistic evaluation, preference, binary uncertain linguistic aggregation, new phone dvelopment

摘要： 顾客满意度测评由顾客评价语言量化和数据处理分析获得满意度两部分组成,但前者的研究在均衡量化上不符合实际,存在结果偏态分布等问题。鉴于此,建立了不均衡评价标度,利用偏好语义表达顾客评价态度,并用反映模糊性和克服集成偏差的二元不确定语义对评价语义进行量化,解决了满意度偏态分布、顾客真实评价难以测度的问题。以某手机产品研发满意度测评为例对所提方法进行了验证,结果分析与方法对比表明,该方法更能表现顾客情感倾向,有助于企业获知顾客真实满意度。

关键词: 顾客满意度, 不均衡语义评价, 偏好, 二元不确定语义集成, 手机产品研发