运用层次分析与系统聚类评价汽车维修服务质量研究

Evaluating the Service Quality of Automobiles’ Maintenance Based on Improved AHP and Clustering Analysis Methods

根据汽车维修服务质量的特点,首先构建了评价指标体系,运用改进的层次分析法来确定各评价指标权重,然后通过大量的调查问卷获得测评数据。其次,结合实例,根据各测评对象的综合评价得分,对各企业的维修服务质量进行量化评价。最后,利用系统聚类方法并结合综合得分排序,对各企业的服务质量进行了定性分析,并确定服务质量等级。结果表明,将层次分析法与聚类分析相结合,在实际应用中取得了较好效果。

According to the characteristics of service quality of automobiles＇ maintenance, firstly, the evaluation index system was created, and the weights of evaluation indicators were determined using the AHP method. Secondly, evaluation data were obtained through a large number of questionnaires. Then the comprehensive evaluation scores for different enterprises were calculated from the linear weighted summation method, and their service quality was evaluated quantitatively according their scores. Finally, their service quality was assessed qualitatively by system cluster analysis, and their quality levels were determined. As shown in this paper, the service quality of automobiles’ maintenance can be evaluated objectively and comprehensively based on improved asp and clustering analysis methods.