考虑顾客给出服务期望容忍区间的服务质量评价方法

摘要/Abstract

摘要：

针对服务系统的服务质量评价问题，给出了一种考虑顾客给出服务期望容忍区间的服务质量评价方法。在该方法中，首先通过调查问卷方式获取顾客的服务质量期望容忍区间和服务感知评价信息，并依据专家给出的评价指标重要性分值计算服务质量评价指标的权重；然后采用加权平均法对顾客评价信息进行集结，得到服务系统的综合服务质量感知价值；进一步地，运用分值标度转化方法，确定服务系统的服务质量等级。最后，通过一个实例分析说明了本文提出方法的可行性和潜在的应用。

关键词: 服务质量评价, 容忍区间, 评价指标, 评价方法

Abstract:

To solve the service quality evaluation problem of a service system, a method for evaluating service quality considering the tolerance zones of service aspirations provided by customers is proposed. In the method, firstly, the tolerance zones of service aspirations and service perception evaluations of customers are obtained through questionnaires. Then, according to the degree of importance of each evaluation index provided by the experts, the weights of service quality evaluation indexes are calculated. Furthermore, the customers’ evaluation information is integrated using the weighted-average method to determine the comprehensive service quality perception value of the service system. Moreover, the service quality grade of the service system is determined using the score scale transformation method. Finally, a practical example is given to illustrate the feasibility and the potential application of the proposed method.

Key words: service quality evaluation, tolerance zone, evaluation index, evaluation method

张重阳1，樊治平1，于超1，徐皓2. 考虑顾客给出服务期望容忍区间的服务质量评价方法[J]. 工业工程.

ZHANG Chongyang1, FAN Zhiping1, YU Chao1, XU Hao2. A Service Quality Evaluation Method Considering the Tolerance Zones of Service Aspirations Provided by Customers[J]. Industrial Engineering Journal .

参考文献

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