基于粗集-BP神经网络的房地产业顾客满意度实证研究

发布时间：2019-02-13 11:35

【摘要】：改革开放以来，我国的房地产市场有了飞跃式的发展。伴随着房地产开发投资结构、国家各种政策的调整以及国际化进程的不断加快，高品质的房地产产品和完善的服务评价体系，已经成为企业获取核心竞争力的重要手段之一，而顾客满意度已经成为影响房地产企业平稳、高速发展的重要因素之一，所以研究房地产业的顾客满意度问题，不仅对房地产企业在激烈的市场竞争中占据一席之地有重要的意义，促进社会经济和谐、健康、稳定发展，也可以极大提升顾客在生活层面和精神层面的满足感。本文在阐述顾客满意度相关理论的基础上，系统分析房地产的特征和影响我国房地产业顾客满意度的因素。在美国顾客满意度指数模型的基础上，，建立房地产业顾客满意度评价指标体系；然后利用粗集属性约简理论对房地产业顾客满意度评价指标体系约简、降维，剔除评价指标体系中冗余、相关的指标。其次将约简剩余后的指标作为BP神经网络的输入层，构建基于BP神经网的房地产业顾客满意度测评模型。之后，利用MATLAB软件中的BP神经网络工具箱对调查得来的十家房地产企业顾客满意度相关数据进行仿真训练。最后以邯郸市永嘉房地产开发有限公司丛台区分公司为例进行实证研究，并根据验证结果提出了六条提升永嘉分公司顾客满意度的对策建议，以促进永嘉分公司快速、稳定、健康发展。
[Abstract]:Since the reform and opening up, the real estate market of our country has developed by leaps and bounds. With the investment structure of real estate development, the adjustment of various national policies and the acceleration of the internationalization process, high quality real estate products and perfect service evaluation system have become one of the important means for enterprises to acquire core competitiveness. And customer satisfaction has become one of the important factors that affect the steady and rapid development of real estate enterprises. It not only plays an important role in the fierce market competition, but also promotes the harmonious, healthy and stable development of the society and economy, and can greatly enhance the satisfaction of the customers in the life level and the spiritual level. Based on the theory of customer satisfaction, this paper systematically analyzes the characteristics of real estate and the factors that affect the customer satisfaction of real estate in China. Based on the American customer satisfaction index model, the evaluation index system of real estate customer satisfaction is established. Then the rough set attribute reduction theory is used to reduce and reduce the dimension of the evaluation index system of the real estate industry customer satisfaction, and eliminate the redundant and related indexes in the evaluation index system. Secondly, the remaining reduction index is used as the input layer of BP neural network, and a real estate customer satisfaction evaluation model based on BP neural network is constructed. After that, the BP neural network toolbox of MATLAB software is used to simulate and train the related data of customer satisfaction of ten real estate enterprises. Finally, taking Congtai District Branch of Yongjia Real Estate Development Co., Ltd. of Handan City as an example, this paper makes an empirical study, and puts forward six countermeasures and suggestions to enhance the customer satisfaction of Yongjia Branch according to the verification results, in order to promote the speed and stability of Yongjia Branch. Develop healthily.
【学位授予单位】：河北工程大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F274;F299.233.4;TP183

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