工程项目承包服务业主需求重要度确定方法研究  

Study on the Method of Determining the Importance of Employer’s Requirements in Project Contracting Service

作　　者：孔造杰[1] 李巧曼 耿立沙[2] KONG Zao-jie;LI Qiao-man;GENG Li-sha(School of Economics and Management,Hebei University of Technology,Tianjin 300401,China;Shijiazhaung Vocational College for Scientific and Technical Engineering,Shijiazhuang 050800,China)

机构地区：[1]河北工业大学经济管理学院,天津300401 [2]石家庄科技工程职业学院管理工程系,河北石家庄050800

出　　处：《数学的实践与认识》2021年第2期1-7,共7页Mathematics in Practice and Theory

基　　金：河北省社会科学基金:以高等院校为依托的众创空间的发展式与实践对策研究(HB15GL028)。

摘　　要：工程服务质量日渐成为承包商企业提高竞争力并获得长期发展的一个重要因素.但传统的对工程服务质量的研究大都忽略了业主需求,对此,本文基于QFD(质量功能展开)理论,结合专家组与顾客双渠道的需求信息来源,提出了集成Kano模型与区间层次分析法的业主需求重要度的计算方法,提升了需求重要度确定的合理性并将顾客的需求偏好信息充分反映到计算过程中,使得承包商企业能够运用科学准确的业主需求信息提高自身服务质量.通过对算法的实际应用,得出业主需求重要度的排序,承包商可以根据该排序对自身服务质量进行评价与改进,证明了该方法可行且有效,具有一定的实践价值.The quality of engineering services has become an important factor for contractors to improve their competitiveness and achieve long-term development.But the traditional study of the quality of engineering services ignored the needs of the employers.For this,this paper proposed a method of calculating the importance of employer requirements for integrated Kano model and Interval Analytic Hierarchy Process(IAHP)based on QFD,and Combined with the expert group and customer demand for dual-channel sources.This method reasonable and fully reflect customer demand information to the process so that Contractor can use scientifically accurate information to improve their own quality of service.Through the practical application of the algorithm,the ranking of the importance of the employer’s requirement is obtained.The contractor can evaluate and improve the quality of service according to the ranking.It proves that the method is feasible and effective,and has certain practical value.

关 键 词：工程服务质量 QFD 区间层次分析法 KANO模型 需求重要度 

分 类 号：F274[经济管理—企业管理] F407.92[经济管理—国民经济]