文献类型：期刊文献

英文题名：Measuring the satisfaction and loyalty of Chinese smartphone users: A simple symbol-based decision-making method

作者：Yue, C.[1];Yue, Z.[1]

机构：[1]Guangdong Ocean Univ, Coll Math & Comp Sci, Zhanjiang 524088, Peoples R China

年份：2019

卷号：26

期号：1

起止页码：589

外文期刊名：SCIENTIA IRANICA

收录：SCI-EXPANDED(收录号：WOS:000459061300009)、、EI(收录号：20191006611767)、Scopus(收录号：2-s2.0-85061960379)、WOS

基金：The authors would like to thank the editors and the anonymous reviewers for their insightful and constructive comments and suggestions that have led to this improved version of the paper. This work was supported in part by the Young Creative Talents Project from Department of Education of Guangdong Province (No. 2016KQNCX064) and the Project of Enhancing School with Innovation of Guangdong Ocean University (No. GDOU2017052802).

语种：英文

外文关键词：User satisfaction and loyalty; Smartphone; Group decision-making; Interval-valued intuitionistic fuzzy information; Symbolic information

外文摘要：User satisfaction and loyalty are very important in the mobile communications market, because mobile is frequently updated. Understanding and knowing well the level of customer satisfaction and loyalty needs a scientific assessment method. This paper intends to establish such a method for measuring the satisfaction and loyalty of Chinese smartphone users. First, combining the group decision-making and TOPSIS (technique for order preference by similarity to ideal solution) technique, a theoretical framework of evaluation was established. Second, the questionnaire survey was conducted by respondents, who were allowed to express their own opinions by using some simple symbols or leaving some measurement questions unanswered. Then, the information on the symbols and the nonresponses in questionnaires were fused into intuitionistic fuzzy information. Third, the preference orders of user satisfaction and loyalty were identified by using the TOPSIS technique and a projection measure. Finally, an experimental comparison was performed, the theoretical and practical implications of the current model were discussed, and the important limitations were recognized. In the end of this study, future research directions are suggested. (C) 2019 Sharif University of Technology. All rights reserved.