基于IPA的服务质量测评

IPA-Based Service Quality Evaluation

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.

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.