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中文摘要：
为提高电力客户满意度指数（customer satisfaction index）计算的准确性和实用性，引入主观权重确定方法（AHP法）和客观权重确定方法（熵权法）分别计算权重，通过两者的结合确定组合权重，从而保证所得权重的代表性，通过运用调研数据的实证分析，得到的客户满意度指数比较真实有效，取得了令人满意的结果，进一步说明了这种方法的可行性。
英文摘要：
In order to increase the calculation accuracy and practicability for the electricity customer satisfaction index （CSI）, the AHP method and the entropy method were used to calculate the indices i weights respectively. Then the combined weights were determined through integration of the two methods to ensure that the obtained weights are representative. Empirical analysis shows that the obtained CSI is true and effective.
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