基于模糊多指标和TOPSIS方法的连锁门店服务质量评价  

Service Quality Evaluation Based on Fuzzy Multiple Index and TOPSIS Approach for Chain Stores

作　　者：关志民[1] 陈兆春[1] 潘德惠[1] 

机构地区：[1]东北大学工商管理学院,辽宁沈阳110004

出　　处：《东北大学学报（自然科学版）》2006年第2期225-229,共5页Journal of Northeastern University(Natural Science)

基　　金：国家自然科学基金资助项目(70372061);辽宁省科技厅重点软科学项目(2002401013)

摘　　要：针对如何评价连锁门店服务质量的问题,从连锁门店管理工作的实际需要出发,建立了一套包括连锁门店整体环境、顾客感受价值、商品情况、配套服务等四个方面内容的评价指标体系,并进一步给出了一种由模糊多指标和TOPSIS构成的组合评价方法.最后,通过一个算例说明了该方法的应用过程和有效性.How to evaluate the service quality of chain stores is discussed. According to the actual needs in the management, an evaluation index system is proposed involving chain stores＇ environment, customer＇ perceived value, goods conditions and supporting services. Furthermore, a comprehensive evaluation based on fuzzy multiple index and TOPSIS approach is presented for the service quality of chain stores. An example is given to show the application and effectiveness of the proposed way for evaluation.

关 键 词：连锁门店 服务质量评价 模糊多指标 TOPSIS 指标体系 

分 类 号：F08[经济管理—政治经济学]