一码通平台服务质量评价指标体系研究——以杭州市余杭区为例

Research on the Service Quality Evaluation Index System of One-code Pass Platform

一码通平台服务质量评价,是客观了解一码通应用情况的重要手段,为一码通平台服务质量评估提供相应的理论参考和评估依据,对于有效提升一码通应用水平具有积极意义。一码通平台服务质量评价指标体系包括服务准确性、服务有效性、服务响应性、服务安全性、服务可靠性、服务满意度6个一级指标,40个二级指标。本文采用层次分析法确定指标权重,运用模糊综合评价法对杭州市余杭区具有代表性的一码通平台进行满意度的实证分析,得出该地一码通平台服务质量总体上处于满意水平,并依据评价结果提出建议。

The evaluation of service quality on the one-code pass platform is an important means to objectively understand the application situation of one-code pass,providing corresponding theoretical references and evaluation basis for the evaluation of service quality on the one-code pass platform,which is of positive significance to effectively improve the application of one-code pass.The service quality evaluation index system of the one-code pass platform includes six primary indicators,service accuracy,service effectiveness,service responsiveness,service security,service reliability,and service satisfaction,as well as 40 secondary indicators.This paper uses the Analytic Hierarchy Process to determine the weight of indicators,and uses the fuzzy comprehensive evaluation method to empirically analyze the satisfaction degree of a representative one-code pass platform in Yuhang district,Hangzhou city.It is found that the overall service quality of the one-code pass platform in Yuhang is satisfactory.Suggestions are proposed based on the evaluation results as well.