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

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