基于DANP和TOPSIS法的服务质量满意度分析——以网络餐饮平台为例

Service quality satisfaction analysis based on DANP and TOPSIS:take online catering platform as example

针对网络餐饮平台满意度的多目标决策问题,提出了一种基于DANP与TOPSIS法的多目标平台服务质量满意度分析方法。首先运用SERVPERF方法确定影响网络餐饮平台选择的指标因素;然后利用DANP法得出指标因素的客观综合权重并分析指标间的相关关系;最后,在建立评价指标体系基础上,采用TOPSIS法将影响因素的综合权重与绩效指标相结合,得到目标网络餐饮平台的整体满意度排序。结果显示网络餐饮平台的平台监管、优惠力度及频率的影响权重较大,美团平台满意度最高。研究表明该方法不仅提高了关键因素确定的可靠性,还为网络餐饮平台服务质量的提升提供依据。

Aiming at the multi-objective decision-making problem of online catering platform satisfaction,this paper proposed a multi-objective platform service quality satisfaction analysis method based on DANP and TOPSIS.Firstly,it used the SERVPERF method to determine the index factors affecting the selection of network catering platform.Then it obtained the objective comprehensive weight of index factors by DANP method and analyzed the correlation between indicators.Finally,on the basis of establishing the evaluation index system,it used the TOPSIS method to combine the comprehensive weights of the influencing factors with the performance indicators,and obtained the overall satisfaction ranking of the target network catering platform.The results show that the platform supervision,preferential strength and frequency of the network catering platform have a greater weight of influence,and the Meituan platform has the highest satisfaction.Research shows that this method not only improves the reliability of key factors,but also provides a basis for improving the service quality of online catering platforms.