Measurement and evaluation of media user satisfaction in KM enterprises based on CFPR and cloud model

Article type: Research Article

Authors: Luo, Hongyun^{a; b; *} | Lin, Xiangyi^{a; b} | Niu, Yi^b

Affiliations: [a] College of Business, Quzhou University, Zhejiang Province, P.R. China | [b] School of Economics and Management, Northeast Petroleum University, Heilongjiang Province, P.R. China

Correspondence: [*] Corresponding author. Hongyun Luo, Tel.: +86 0570 8026515; Fax: +86 0570 8026515; E-mail: luohongyun2003@126.com.

Abstract: This research explores indicators and methods for an enterprise to measure and evaluate user satisfaction with enterprise social media for knowledge management. This paper presents qualitative indicators, including three service levels of enterprise social media for knowledge management (KM) from a techno-social perspective. This research puts forward a synthetic evaluation model mixed with linguistic variables, consistent fuzzy preference relations (CFPR) and cloud model for measuring and evaluating user satisfaction. The synthetic evaluation model can transform linguistic variables into quantitative data to obtain user satisfaction levels and determine the distance between the expected satisfaction level and actual performance. This research can help an enterprise to improve the service ability of its social media to meet users’ requirements for knowledge management.

Keywords: User satisfaction, enterprise social media, knowledge management, linguistic variables, consistent fuzzy preference relations, cloud model

DOI: 10.3233/JIFS-213026

Journal: Journal of Intelligent & Fuzzy Systems, vol. 43, no. 1, pp. 1285-1297, 2022