上海大学学报(自然科学版) ›› 2014, Vol. 20 ›› Issue (3): 296-303.doi: 10.3969/j.issn.1007-2861.2014.02.011

• 管理科学 • 上一篇    下一篇

基于SERVQUAL 模型的商圈服务质量模糊综合评价

陈以增, 于齐   

  1. 上海大学管理学院, 上海200444
  • 收稿日期:2014-05-01 出版日期:2014-06-26 发布日期:2014-06-26
  • 通讯作者: 陈以增(1971—), 男, 教授, 博士生导师, 博士, 研究方向为质量管理和运营管理. E-mail:zhycyz@aliyun.com
  • 作者简介:陈以增(1971—), 男, 教授, 博士生导师, 博士, 研究方向为质量管理和运营管理. E-mail: zhycyz@aliyun.com
  • 基金资助:

    国家自然科学基金资助项目(71272177)

Fuzzy Comprehensive Evaluation of Service Quality of Trade Area Based on SERVQUAL Model

CHEN Yi-zeng, YU Qi   

  1. School of Management, Shanghai University, Shanghai 200444, China
  • Received:2014-05-01 Online:2014-06-26 Published:2014-06-26

摘要: 基于SERVQUAL 模型和模糊层次分析法(fuzzy analytic hierarchy process, FAHP)获取顾客对商圈服务最迫切的需求, 同时对商圈服务质量进行综合评价, 发现商圈服务存在的问题, 建立了商圈服务质量的模糊综合评价(fuzzy comprehensive evaluation of service quality, FCESQ) 模型. 研究结果表明, 影响商圈整体服务质量的瓶颈问题是服务人员的素质、商家的诚信以及顾客投诉的处理效果等. 针对这些问题分析原因并找出了提升商圈服务质量的措施, 最终达到提升商圈整体竞争力的目的.

关键词: SERVQUAL模型, 服务质量模糊综合评价模型, 顾客需求, 模糊层次分析法, 商圈

Abstract: This paper obtains the most pressing customers’ requirements about the service quality of a trade area based on the SERVQUAL model and fuzzy analytic hierarchy process(FAHP). The service quality of a trade area is evaluated comprehensively to find problems in the service quality of the trade area. An evaluating model named fuzzy comprehensive evaluation of service quality(FCESQ) is established. The result shows that the bottleneck that affects the overall service quality of a trade area includes the quality of service staff, business integrity and treatment of customer complaints. The reasons of these problems are found and analyzed, and the measures to improve service quality of the trade area are proposed, thus improving the overall competitiveness of a trade area.

Key words: customer requirements, fuzzy analytic hierachy process (FAHP), fuzzy comprehensive evaluation of service quality (FCESQ), SERVQUAL model, trade area

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