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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,...
Customer loyalty evaluation is the prerequisite for business enterprises to succeed in implementing the customer retention strategy. In this paper, an analytic hierarchy process (AHP) approach is described and applied to a fuzzy synthetic evaluation on customer loyalty for mobile communication enterprises. Results of the AHP show that customer loyalty coefficient of the mobile communication enterprise...
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