基于模糊综合评价法的汽车维修企业质量信誉评价研究

Research on the Service Quality Credit Evaluation for Automobile Maintenance Enterprises Based on Fuzzy Comprehensive Evaluation

结合企业内部管理、经营状况、客户评价与社会影响等多方面因素,构建了多层次的汽车维修企业质量信誉评价指标体系,引入层次分析法确定各评价指标的权重,同时利用多级模糊综合评价方法对汽车维修企业质量信誉指标构建评价矩阵,求出模糊评价结果,确定汽车维修企业质量信誉等级。通过实际案例验证,该方法可行,有利于行业监管评比和企业自查。

The muhi-level evaluation system of service quality eredit was constructed for the vehicle maintenance enterprise from various factors of internal management, management status, customer evaluation and social impact. The analytic hierarchy process was applied to de- termine the weight of evaluation index, and a fuzzy comprehensive evaluation method was applied to evaluation for automobile maintenance en- terprise. The evaluation matrix of vehicle service quality and credibility of the index were constructed, and reputation grade of service quality and credit of the enterprise was determined. The method is feasible though actual case. It is beneficial to industry regulation and enterprise value appraisal of self-examination.