考虑顾客容忍区间的服务质量测评

Service Quality Evaluation Considering Customer Tolerance Interval

文章针对服务质量测评问题,给出了一种考虑顾客容忍区间的服务质量测评方法。首先通过专家德尔菲法得到服务质量测评指标,然后采用问卷调查方式获取每位顾客的对于服务质量测评指标的语言评价信息;采用三角模糊数将顾客语言评价信息转化为模糊数,并运用加权平均法对顾客评价信息进行集结,得到顾客均值评价三角模糊值;进一步地,考虑顾客容忍区间,在传统的重要性-绩效分析(IPA)方法的思路上,构建重要性-顾客容忍度(CIPA)服务质量测评模型,并对服务测评结果进行分析。

Aiming at the problem of service quality evaluation, this paper presents a service quality evaluation method considering the tolerance interval of customers. Firstly, the paper obtains the evaluation indexes of service quality through Delphi method, and then derives the linguistic evaluation information of each customer on the evaluation indexes of service quality by means of questionnaire survey. To be specific, the triangular fuzzy number is used to transform the customer language evaluation information into fuzzy number;the weighted average method is employed to gather customer evaluation information and get the triangular fuzzy value of customer mean evaluation. Furthermore, with the customer tolerance interval considered, CIPA service quality measurement model is built based on the traditional importance-performance analysis (IPA) method, and the service measurement results are also analyzed.