基于模糊综合评判的装备合同商服务质量评估

Quality Evaluation for Contractor Service of Equipment Based on Fuzzy Comprehension Assessment

为解决技术服务质量评价难以定量化的问题,采用模糊综合评价法对装备合同商服务质量进行评估。通过对影响装备合同商服务质量各因素的分析,先运用层次分析法建立综合量化评估模型,再从服务的符合性、主动性、响应性、规范性、有效性以及部队满意度等6方面进行模糊综合评价,实现合同商服务质量的定量化评估。经实例验证,证明了该模型的可行性。

In order to resolving the quantitative problem of service quality evaluation, adopt fuzzy comprehensive evaluation to evaluate the service quantity of equipment contractor. Through analysis the effect factors of contractor service, first established colligation quantification evaluation model by Analytic Hierarchy Process （AHP）, then progressed fuzzy comprehensive evaluation through six ways： compliance, activity, responsivity, normalization, effectivity, and army satisfaction, thereby, realized the quantitative estimation of contractor service. At last, the reliability of model is proved through application examples.