Abstract: The evaluation research on the service business based on the perspective of the customer perception is inadequate and the importance given to the attributes of the different product spare parts service is high disparate due to the different types of services and other factors. Thus it is difficult to give service attributes fixed weights. Spare parts service performance evaluation system is established by drawing SERVQUAL model, in order to comprehensively analyze the factors affecting the performance of spare parts. So the evaluation of spare parts service performance applies GIOWA operator to integrate multiple sets of fuzzy and uncertain customer evaluation information to evaluate the spare parts service performance in the perspective of the customer perception, which achieves good results on vague language evaluation and provides an evaluation method which is the combination of qualitative and quantitative evaluation of spare parts service performance.

Key words: spare parts service performance, generalized induced ordered weighted averaging operator (GIOWA), service quality (SERVQUAL), customer perception