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毕业设计（论文）题目：大型购物中心顾客满意度的综合评价模型子题：专业：信息与计算科学指导教师：***学生姓名：**班级-学号：信计091-012013年6月大连工业大学本科毕业设计（论文）大型购物中心顾客满意度的综合评价模型Shoppingmallscomprehensiveevaluationmodelofcustomersatisfaction设计（论文）完成日期2013年6月10日学院：信息科学与工程学院专业：信息与计算科学学生姓名：**班级学号：信计091-01指导教师：***评阅教师：**2013年6月大连工业大学2013届本科生毕业设计（论文）-I-摘要在经济全球一体化的今天，我国的很多商业企业，尤其是大型企业都受到严峻的挑战，在内忧外患的大背景下，我国很多企业都秉着“顾客就是上帝”的企业文化，想在激烈的竞争中博得一席之地，从而获得长远发展。而顾客在选择商品时是什么影响了顾客的决策，购物中心要通过怎样的方式来获得更大的利益就是本文研究的主要内容。本文建立了大型购物中心顾客满意度的综合评价指标体系，建立了三级指标体系。其中，一级指标一共5个，每个一级指标有2至4个二级指标；二级指标一共16个，每个二级指标有2至6个三级指标；三级指标一共50个。通过调查问卷的形式对顾客进行三家购物中心的顾客满意度调查。首先使用熵权法确立各级指标权重，用得到的指标和评价集运用模糊综合评判的方法对数据进行处理，利用最大隶属度原则逐层分析，最后得到顾客满意度U的评价集，再用加权求和的方式对U的评价集进行处理得到最终的顾客满意度U。最后得到结论，结论为：新天地的顾客满意度为“较好”，罗斯福和凯德的顾客满意度均为“好”。但是总体来讲顾客满意度的分数存在差异，它们的顾客满意度排名为：凯德罗斯福新天地。本文将在结论处给出合理化建议。关键词：熵权法；模糊综合评判；满意度；最大隶属度注：页眉，居中，楷体，五号。阅后删除此文本框。大连工业大学2013届本科生毕业设计（论文）-II-AbstractIntheeconomicglobalizationtoday,China'smanycommercialenterprises,especiallylargeenterprisesarefacedwithseverechallengesinthecontextofinternalandexternalproblems,manyenterprisesinChinaareholdingcustomerisGod,thecorporateculture,likeinthefiercecompetitiontowinaplacetoobtainlong-termdevelopment.Thecustomerschoosetheproductswhatinfluencesthecustomer'sdecision-making,shoppingcentersthroughthewayhowtogetgreaterbenefitsisthemaincontentofthispaper.Thispaperestablishedacomprehensiveshoppingmallcustomersatisfactionevaluationindexsystem,theestablishmentofthreeindicators.Amongthem,atotaloffiveindicators,eachindicatorhasa2-4twoindexes;atotalof16secondaryindicators,eachofthetwoindicatorsare2-6threeindicators;threeindicatorsoftotal50.Throughquestionnairesintheformofcustomersatisfactionsurveyconductedthreeshoppingcenters.Entropymethodfirstusedtoestablishlevelsofindexweight,withtheresultingsetofindicatorsandevaluationoftheuseoffuzzycomprehensiveevaluationmethodofdataprocessing,theuseoftheprincipleofmaximummembershipdegreedrill,andfinallygetsatisfactionevaluationsetofU,thenweightedsummationoftheevaluationmethodsetstheUprocessedtoobtainafinalsatisfactionU.Finallyaconclusion,theconclusionis:Xintiandicustomersatisfactionasbetter,RooseveltandCaidecustomersatisfactionarethegood.Overallsatisfactionscoresbuttherearedifferences,theyarerankedcustomersatisfaction:CaiDeLuoSiFuXinTianDi.Thispaperwillbegivenattheconclusionrationalizationproposals.KeyWords：entropymethod;fuzzycomprehensiveevaluation;satisfaction;maximumdegree大连工业大学2013届本科生毕业设计（论文）-III-目录摘要........................................................................................................................IAbstract.........................................................................................................................II第一章绪论.................................................................................................................11.1选题意义.......................................................................................................11.2本领域发展...................................................................................................11.3本文主要研究内容.........................................................................................2第二章研究方法.........................................................................................................32.1熵权法.............................................................................................................32.1.1方法介绍.............................................................................................32.1.2确定权重步骤.....................................................................................32.2模糊综合评判法.............................................................................................42.2.1确定评语集.........................................................................................42.2.2确定因素集.........................................................................................42.2.3单因素模糊评判.................................................................................42.2.4权重集的建立.....................................................................................52.2.5模糊综合评判.....................................................................................52.2.6评价指标的处理.................................................................................6第三章总体模型.........................................................................................................73.1模型分析.........................................................................................................73.1.1问题提出.............................................................................................73.1.2可行性分析.........................................................................................73.1.3符号定义.............................................................................................83.2模型假设.........................................................................................................83.2.1确定评语集.........................................................................................83.2.2确定因素集.....................................