基于“95598”优质服务水平的模糊综合评价研究

Research on Fuzzy Comprehensive Evaluation of 95598 First-rate Service Level

考虑到新形势下电力营销服务的新要求,采用基于层次分析法的模糊综合评价方法评价了供电公司"95598"的优质服务水平,结合客户服务现状及优质服务的发展趋势建立了优质服务考评指标体系,运用层次分析法确定了更为合理的指标权重,并利用模糊综合评价模型评价了3个地市公司的"95598"优质服务水平,提出了改进服务的建议。结果表明,该方法指标合理,提升了服务质量,可为供电公司提供决策参考。

Considering the new requirements of power marketing under new situation, the fuzzy comprehensive evalu- ation method based analytical hierarchy process （AHP） is adopted to evaluate the first-rate service level of 95598 in power supply company. And the evaluation index system is established according to the current situation of 95598 customer serv- ice and the development tendency of first-rate service. Then AHP method is applied to determine the more reasonable in- dex weight and the fuzzy comprehensive evaluation model is used to evaluate 95598 first-rate service level of three power supply branch companies. Finally, some improvement service suggestions are proposed. The results show that the inde- xes are reasonable and the method can help improve the service quality as well as provide decision-making for power sup- ply company.