【作者】 南风露；

【导师】 柳炳祥；

【作者基本信息】 景德镇陶瓷学院 ， 机械设计及理论， 2008， 硕士

【摘要】 随着全球一体化进程的加快,我国汽车行业将面临激烈的竞争。在汽车拥有量持续增长的情况下,汽车售后服务市场也在不断完善。然而,目前客户对汽车售后服务的满意度并不高,究其原因,主要是缺少对客户售后消费行为特征的研究。针对这个问题,论文进行了调查和研究工作,希望能对目前的汽车售后服务市场起到一定的作用。论文对数据挖掘算法进行了研究,选择粗糙集和决策树作为建模算法。在对相关算法进行研究的基础上,对部分算法进行了改进。(1)针对传统决策树存在的诸如偏向于选择属性值较多的属性等缺点,通过引入增补权值,提出了WG_ID3算法;(2)针对传统粗糙集应用于完备信息系统的限制,论文提出一种改进的基于集对分析的可变精度粗糙集的属性约简算法,即SPA_VPRS算法:(3)针对多变量检测的构造问题所涉及的两个方面,提出一种基于粗糙集的多变量决策树构造算法(即SW_RS_MDT算法)。通过实验和对比分析,表明论文提出的改进算法与原有传统算法相比,在一定程度上提高了算法的效率和准确性。作为应用实例,论文构造了基于SW_RS_MDT算法的评估模型,并将该模型应用到汽车售后服务中。通过多次测试评估,提取出影响客户满意度的规则,并为汽车售后服务人员提供服务策略,从而提高客户的满意度,提升汽车售后服务行业的核心竞争能力。更多还原

【Abstract】 With the acceleration of the process of globalization, the automobile industry of our country will face fierce competition. Under the situation of the car’s number being in the continuous growth, the market of automobile after-sales service is also improving constantly. However, nowadays the customer satisfaction is not high. The major reason is the lack of study on the characteristics of consumer’s after-sales consumption behavior. Referring to the problem, the article has done a lot of research and investigation, I hope that it can play a certain role in the current automobile after-sales service market.The article researches the Data Mining algorithm, and it selected Rough Set and Decision Tree as modeling algorithm. On the basis of researching relative algorithm, the article made some improvement on some parts of algorithm.(1) Referring to the defects of traditional Decision Tree, such as it inclines to choose the attributes who have more value, the article comes up with WGID3 algorithm by introducing the addition weight.(2) Referring to the restriction that the traditional Rough Set is applied to complete system, the article introduces an attribute reduction algorithm which is based on Set Pair Analysis and Variable Precision Rough Set, that is SPA_VPRS algorithm.(3) Referring to the two aspects of the construction problem for multivariate testing, the article introduces a multivariate decision tree construction algorithm on the basis of Rough Set, that is SW_RS_MDT algorithm.Through experiments and comparative analysis, the article proves that, to a certain extent, these improved algorithm are more exact and more effective than traditional algorithm.As examples of applications, the article constructed evaluation model which is based on SW_RS_MDT algorithm and the model is applied to automobile after-sales service. Through testing and evaluation many times, the extracted rules which affects customer satisfaction degree can provide service strategy for the people who participate in automobile after-sales service, it can improve customer satisfaction degree and enhance the core competitiveness of automobile after-sales service industry.更多还原