摘要
随着供需条件的变化和市场竞争的日益加剧,服务质量已经成为农村超市生存和发展的关键因素。在构建农村超市服务指标体系的基础上,运用模糊层次分析法(FAHP)构建了农村超市服务质量综合评价模型,并通过实际算例对模型的应用和适应性进行了验证。结果表明该模型所得结论具有较高的可信度,能够对农村超市服务质量进行全面评价,为农村超市服务质量管理明确重点和方向。
Along with the changing and growing competition in the market, the service quality has become the key factor that affects the survival and development of rural supermarket. Based on the establishment of rural supermarket performance index system, this paper constructs a comprehensive assessment model of service quality in rural supermarkets on the basis of FAHP and validates the application and adaptation of the model through practical examples. The results show that the model can give a comprehensive evaluation on service quality in rural supermarkets and has good credibility, thus clarifying the focus and direction for service quality management.
