东北大学学报（自然科学版）

东北大学学报:自然科学版 ›› 2014, Vol. 35 ›› Issue (11): 1655-1658.DOI: 10.12068/j.issn.1005-3026.2014.11.030

• 管理科学 • 上一篇    下一篇

基于顾客群体语言评价信息的服务质量评价方法

张重阳，樊治平，于超，李铭洋   

  1. (东北大学 工商管理学院， 辽宁 沈阳110819)
  • 收稿日期:2013-11-25 修回日期:2013-11-25 出版日期:2014-11-15 发布日期:2014-07-03
  • 通讯作者: 张重阳
  • 作者简介:张重阳(1970-)，男，辽宁沈阳人，东北大学博士研究生；樊治平(1961-)，男，江苏镇江人，东北大学教授，博士生导师.
  • 基金资助:
    国家自然科学基金资助项目(71271051);辽宁省高等学校创新团队支持计划项目(WT2013004);中央高校基本科研业务费专项资金资助项目(N110706001).

Service Quality Evaluation Method Based on Customers′ Linguistic Assessment Information

ZHANG Chongyang， FAN Zhiping， YU Chao， LI Mingyang   

  1. School of Business Administration， Northeastern University， Shenyang 110819， China.
  • Received:2013-11-25 Revised:2013-11-25 Online:2014-11-15 Published:2014-07-03
  • Contact: YU Chao
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摘要： 针对多个相同类型的服务方案或项目的服务质量评价问题，给出了一种基于顾客群体语言评价信息的服务质量评价方法.首先通过调查问卷方式获取顾客针对服务方案的语言评价信息，并将其转化成梯形模糊数；然后计算出各指标的平均权重、服务方案在各指标下的平均服务感知绩效以及每个指标下所有顾客的平均服务期望；进一步地，运用模糊加权平均算子计算各服务方案的服务质量评价值，同时计算其与每个语言短语所对应的梯形模糊数之间的相似度，从而确定各服务方案的服务质量等级，而对于服务质量等级相同的服务方案，通过计算其非模糊价值量来比较服务方案间的优劣.最后，通过一个算例说明了所提方法的有效性和实用性.

关键词: 服务质量评价, 语言评价信息, 梯形模糊数, 模糊加权平均算子, 相似度

Abstract: An evaluation method for service quality based on customers’ linguistic assessment information was proposed to solve the problem of service quality evaluation for multiple service programs or projects of the same type. Firstly， customers’ linguistic assessment information of service programs was obtained by questionnaires and transformed into trapezoidal fuzzy numbers. Then， the average weight of each index， the average perceived performance of service programs with regard to each index and the average service expectation of all the customers for each index were calculated. Furthermore， the service quality evaluation value of each program was calculated by using fuzzy weighted averaging operators， and the similar degree between the service quality evaluation value and the trapezoidal fuzzy number corresponding to each linguistic term was calculated whereby the service quality level for each service program can be determined. For programs at the same level of service quality， their advantages and disadvantages were compared by calculating nonfuzzy values. Finally， a numerical example was given to illustrate the validity and practicality of the proposed method.

Key words: service quality evaluation, linguistic evaluation information, trapezoidal fuzzy number, fuzzy weighted averaging operator, similar degree

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