摘要
运用集成模糊粗糙集的质量功能展开方法,对商业银行服务质量进行评价,找出影响银行服务质量的关键因素并提出改进建议。首先以改进的SERVQUAL模型为基础,建立6个维度的银行顾客需求指标体系并确定重要度,识别影响银行服务质量的7个关键指标,构建质量屋并运用转换模型得到重要度排序,利用水平提高率对关键指标重要度进行修正,得到最终重要度排序,从而为商业银行服务质量提供改进方法和依据。
QFD method which integrates Fuzzy Rough Set theory is given in this paper to evaluate commercial banking service quality. The key factors influencing service quality are found and some improving suggestions are put forward. An indicator system contains six dimensions,by which customer requirements of bank are shown and established based on the modified SERVQUAL model and the importance ratings are determined. Seven key indices affecting banking service quality are indentified,and then House of Quality is constructed,and switching model was applied to sort them by importance ratings, and improvement ratio is used to modify the importance of key indices in order to obtain sorting of final importance rating. This paper can provide improvement methods and basis for commercial banking service quality.
出处
《科技与管理》
2011年第2期120-123,共4页
Science-Technology and Management
