基于改进重要度绩效分析法的服务属性决策

Service Attribute Decision Making Based on Revised Importance Performance Analysis

为充分把握顾客评估时的个性化差异及主观不确定性,采用多粒度多语义模糊数表达服务属性绩效值,通过转换函数将其转化为统一的决策信息;考虑到服务属性重要度之间的相互关系对决策结果的影响,采用网络层次分析法确定服务属性重要度,进而形成改进的重要度绩效分析法,以有效确定服务属性改进的优先度;同时,以水平定向钻机的维修服务为实例,验证了所提出的方法的可行性与有效性.结果表明:所提出的改进重要度绩效分析法的分析结果符合客观实际,能够更好地指导企业决策.

In order to represent the individuation difference and subjective uncertainty in customer evaluation adequately,multi-granularity and multi-semantic fuzzy number which is translated into uniform decision information by conversion function was adopted to express service attribute＇s performance value.Considering the affection to decision result arisen from the connection relations between importance degree of service attribute,analytic network process was adopted to identify the service attribute importance degree;consequently a revised importance performance analysis came into being to determine the priority in service attribute＇s improvement effectively.A maintenance service of horizontal directional drilling machine was given to demonstrate the efficiency and feasibility of the revised method.The results show that the revised importance performance analysis is consistent with objective situation,which can be used to better guide business decisions.