摘要
汽车服务质量评价对企业具有重要的意义。汽车服务质量是不同属性的综合体,它包括许多很难被测量的不可感知属性。这种特性给被测者在接受问卷调查时带来了一些困难。为了避免上述情况的出现,运用模糊理论评价汽车服务质量,建立了汽车服务质量评价的层次结构,提出了分析模型和计算方法,并给出了具体实例。
The automobile service quality is important to enterprises. It is composed of various attributes, in which many intangible attributes are difficult to measure and will bring difficulties to responders in questionnaire survey. To overcome the difficulties, fuzzy theory is applied to evaluate it. The hierarchy for evaluation is built up. The analysis model and calculation method is put forward and finally an example is given.
出处
《武汉理工大学学报（信息与管理工程版）》
CAS
2006年第4期113-116,共4页
Journal of Wuhan University of Technology：Information & Management Engineering
基金
国家"863"计划资助项目(2003AA501971)
