基于最小相对熵法的供热服务质量综合评价

Comprehensive Evaluation of Heating Service Quality Based on Minimum Relative Entropy Method

优质的服务质量是影响供热企业可持续发展的重要因素。为合理衡量各企业的供热服务质量水平,本文建立一套包含日常运行、业务接待、用户报修及事故处理4个方面、共16项指标的综合评价模型,采用层次分析法与熵权法相结合的最小相对熵法确定组合权重,以某地区五家供热企业为研究对象进行案例分析。结果表明,基于最小相对熵法的综合评价可将从业人员的生产经验和指标数据的内部差异相结合,评价结果合理,能够准确反映供热企业综合服务质量以及分项服务能力的好坏,在供热服务质量综合评价中有一定应用价值。

High quality service quality is an important factor affecting the sustainable development of heating enterprises.In order to measure the heating service quality level of each enterprise reasonably,this paper establishes a set of comprehensive evaluation model including four aspects of daily operation,business reception,user repair,accident handling,and 16 indexes.The minimum relative entropy method combining AHP and entropy weight method is used to determine the combination weight,and five heating enterprises in a certain area are taken as the research objects for case analysis.The results show that the comprehensive evaluation based on the minimum relative entropy method can combine the production experience of employees and the internal differences of index data,and the evaluation results are reasonable,which can accurately reflect the comprehensive service quality and the sub service ability of heating enterprises,and has certain application value in the comprehensive evaluation of heating service quality.