A fuzzy assessment on customer satisfaction of mobile telecommunication enterprises based on analytic hierarchy process

Abstract

This paper describes a customer satisfaction assessment model in mobile telecommunication service industry based on a fuzzy analytic hierarchy process approach. An empirical research is explored in three enterprises in Shijiazhuang. The assessment results show that as a whole the China Mobile's customer satisfaction index evolved to a much higher level, and followed by China Unicom and China Telecom, respectively in the better level and medium level. The results are basically in line with the actual, which proves that this evaluation model proposed in this paper is scientific and effective.