电子商务环境下面向顾客的服务质量评价体系  

Quality of Service Evaluation System in Customer-oriented E-commerce

作　　者：张大陆[1] 姚进[1] 

机构地区：[1]同济大学计算机科学与技术系,上海200092

出　　处：《计算机工程》2005年第6期66-67,224,共3页Computer Engineering

基　　金：国家自然科学基金资助项目(90204010)

摘　　要：从顾客的角度出发,通过提出服务质量评价体系的体系结构及其评价指标,在给出基于人工神经网络的服务选择算法模型的基础上,建立了面向顾客的电子商务服务质量评价体系。其目的是通过帮助顾客对服务供应商作出评价选择,以降低顾客的交易成本及提高服务供应链效益。Through providing design principle such as integration, stability, dexterity, the paper gives evaluating index and the architecture of this system, based on a model of service selecting algorithm using artificial neural network, quality of service evaluation system in customer is set up. The purpose is to reduce the cost of transaction and improve the efficiency of service supply chain by helping customer to evaluate and select the service suppliers.

关 键 词：服务质量 服务评价要素 人工神经网络 B-P网络 评价过程 

分 类 号：TP302.1[自动化与计算机技术—计算机系统结构]