电子商务环境下网购商店服务质量评价定量化模型的构建  

Quantitative Model of Service Quality Evaluation for On-line Shopping Store on E-commerce Environment

作　　者：李雯雯[1,2] 

机构地区：[1]上海大学管理科学与工程系,上海200444 [2]合肥学院,安徽合肥230601

出　　处：《科技管理研究》2011年第14期158-160,153,共4页Science and Technology Management Research

基　　金：上海大学第四届研究生创新基金项目"基于质量功能展开(QFD)的服务运营优化模型研究"(SHUCX102099)

摘　　要：服务质量在很大程度上影响着网购商店的持续发展,因此衡量并评价服务质量在网店的经营和管理中显得非常重要。采用专家赋权法和熵权法相结合的方法确定指标权重,并运用模糊综合评价对电子商务环境下网络商店的服务质量进行度量,最后以某电子商务网购商店为实例进行了分析,并以MATLAB7.0程序予以实现,为网购商店的服务质量评价提供了切实可行的定量化方法。Quality of service in largely influences the on -line shopping store＇s sustainable development, so measuring and evaluating quality of service in on - line shopping store management is very important. This paper adopts expert weighting and entropy weight method to determine the index weight, and establishes a secondary fuzzy comprehensive evaluation meth- od to evaluate the on - line shopping store＇s quality of service of e - commerce environment. Finally an on - line shopping store for example is realized by MATLAB7.0 procedures, providing quantitative methods for the evaluation of the on - line shopping store.

关 键 词：网购商店 服务质量 专家赋权 熵权 模糊综合评价 

分 类 号：F224[经济管理—国民经济] F724.6