Abstract
A novel evaluation method of customer satisfaction degree (CSD) in logistics based on support vector machine (SVM) was presented. The rules of designing key indexes were discussed and the evaluation index system was given. Fuzzy membership function and pairwise comparison were used to quantify the indices. Then the CSD evaluation system based on one-against-one mode of SVM was built. Lastly, simulation was given to support the theoretical result.
| Original language | English |
|---|---|
| Pages (from-to) | 684-688 |
| Number of pages | 5 |
| Journal | Shanghai Jiaotong Daxue Xuebao/Journal of Shanghai Jiaotong University |
| Volume | 40 |
| Issue number | 4 |
| State | Published - Apr 2006 |
| Externally published | Yes |
Keywords
- Customer satisfaction degree (CSD)
- Evaluation model
- Fuzzy membership function
- Logistics
- Pairwise comparison
- Support vector machine (SVM)