基于信息熵的内河船闸服务客户满意度评价

Customer satisfaction evaluation of inland ship lock service based on information entropy

为衡量内河船闸服务对象的服务感受与期望,提出一种内河船闸服务客户满意度评价模型.基于客户满意理论,考虑船舶延误及其不确定性,从船闸的服务条件、服务环境、服务活动和客户交互等4个方面提出满意度测评指标体系.利用指标调查评分中的信息熵,得到指标的复合权重,并根据信息熵进行基于延误的指标差异性分析,构建内河船闸服务客户满意度评价模型.通过案例分析发现:现阶段船员对京杭大运河苏北段船闸服务总体上是满意的(满意度为78.6%);延误越少,满意度越高,船员对延误的容忍在2~6 h之间;改善船闸的增值服务和及时公布延误信息有利于提高船闸服务的满意度.通过分析引起船员满意或不满意的原因,提出相应的措施来改善或增强船闸服务,为船闸的管理优化提供依据.

To weigh customer perception and expectation for inland ship lock service, a customer satis-faction evaluation model of inland ship lock service is proposed. Based on the theory of customer satisfac-tion ,the satisfaction evaluation index system is proposed from 4 perspectives of service condition, service environment, service activity and customer interactivity, where ship delay and its uncertainty are taken into account. The combined weight of each index is obtained using the information entropy in the index survey and scoring, the difference analysis on indices based on delay is carried out according to informa-tion entropies, and thus the customer satisfaction evaluation model of inland ship lock service is built. The case study shows that ： at present, the crew are satisfied with the ship lock service at the north Jiang-su part of Beijing-Hangzhou Grand Canal （the satisfaction is 78. 6% ） ; the smaller delay, the higher sat-isfaction ,and the crew tolerance for delay ranges from 2 h to 6 h ; it is effective for improving customer satisfaction to enhance value-added service of ship locks and timely publish delay information. Through analysis on the factors resulting in crew satisfaction/dissatisfaction, the countermeasures are proposed to improve the ship lock service,which can provide reference for the management optimization of ship locks.