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中文摘要：
为了解决传统顾客满意度评价中的不确定问题,在证据推理的框架下研究超市顾客满意度,同时,将李克特量表的评价等级在0-10的区间上等分,再将顾客给出的一个表达主观感受的数字分配到各区间上,该方法提高了问卷的可操作性。文章以家乐福超市为例,对评价结果进行了分析,并检验了评价结果的灵敏度。
英文摘要：
In order to solve the uncertainty problem in the evaluation of customer satisfaction,researches on supermarket customer satisfaction are carried out by using evidential reasoning.Meanwhile,the evaluation level of Likert scale is divided in the 0-10 range equally,and a number of subjective feelings given by a customer are assigned to various intervals.The presented means enhances the operability of the questionnaire.In the case of Carrefour,the evaluation results are analyzed and the sensitivity of the results is tested.
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