东北大学学报（自然科学版）

东北大学学报(自然科学版) ›› 2011, Vol. 32 ›› Issue (4): 600-603+608.DOI: -

• 论著 • 上一篇    下一篇

基于IPA的服务质量测评

张晓;樊治平;方放;郑文;   

  1. 东北大学工商管理学院;东北大学秦皇岛分校;
  • 收稿日期:2013-06-19 修回日期:2013-06-19 发布日期:2013-04-04
  • 通讯作者: -
  • 作者简介:-
  • 基金资助:
    国家创新研究群体科学基金资助项目(71021061);;

IPA-based service quality evaluation

Zhang, Xiao (1); Fan, Zhi-Ping (1); Fang, Fang (1); Zheng, Wen (2)   

  1. (1) School of Business Administration, Northeastern University, Shenyang 110819, China; (2) Northeastern University at Qinhuangdao, Northeastern University, Qinhuangdao 066004, China
  • Received:2013-06-19 Revised:2013-06-19 Published:2013-04-04
  • Contact: Zhang, X.
  • About author:-
  • Supported by:
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摘要： 针对服务质量测评问题,构建了服务质量测评指标体系,并基于重要性-绩效分析(IPA)的方法与思想进行了服务质量测评.在测评过程中,首先,采用问卷调查的方式获取顾客的相关评价信息,并通过对评价信息的处理来计算各指标的绩效,然后,考虑到服务质量测评中指标重要性与指标绩效之间具有的因果关系,通过构建BP神经网络来计算指标的重要性,在此基础上,对测评结果进行IPA分析.最后,通过一个实例说明了所提方法的可行性和有效性.

关键词: 服务质量测评, IPA, 指标绩效, 指标重要性, BP神经网络

Abstract: Given existing problems with service quality evaluation, a criterion system of service quality was devised, and service quality was evaluated based on the idea and methodology of importance-performance analysis (IPA). The service quality evaluation process utilized initial evaluation information obtained by customer questionnaires. Criterion performance was then calculated from the evaluation information. Next, taking into account the causal relationship between criterion importance and criterion performance in service quality evaluation, criterion importance was computed by constructing a BP neural network. Evaluation results were analyzed using IPA. An example is provided to show the feasibility and validity of the proposed method.

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