工程咨询服务质量评价模型及方法研究  

Engineering Consultation Service Quality Evaluation Model and Methods

作　　者：陈一飞[1] 王幼松[2] 

机构地区：[1]广东海洋大学工程学院,广东湛江524000 [2]华南理工大学土木与交通学院亚热带建筑科学国家重点实验室,广东广州510640

出　　处：《建筑经济》2013年第8期113-116,共4页Construction Economy

摘　　要：我国尚缺乏针对性的工程咨询服务质量评价体系。就此,构建由环境质量、交互质量及结果质量三个主维度,品牌声誉、好感性等十个子维度以及从可靠性、响应性、移情性三个方面设计测量项的多维度多层次工程咨询服务质量评价模型。并进一步运用模糊综合评价方法探讨该模型在工程咨询服务质量评价中的实际应用。实例表明,多维多层工程服务质量模型及模糊层次综合评判方法在工程咨询服务质量评价中行之有效。China still lacks targeted engineering consuhing service quality evaluation system, this paper develops a multi-dimension and multi-level engineering consulting services quality evaluation model which is composed of three main dimensions（ the environment, interaction and results） and ten sub-dimensions（ brand reputation, valence etc ） that are measured from the aspect of reliability, responsiveness, empathy. The paper further studies the appli- cation of the fuzzy comprehensive evaluation in the three engineering cost consulting enterprises based on the mod- el. The result shows the model and method are effective and feasible in the evaluation of the engineering cost con- sultation service quality.

关 键 词：服务质量 评价模型 工程咨询 模糊评价 

分 类 号：F407.9[经济管理—产业经济]