會議論文
| 學年 | 93 |
|---|---|
| 學期 | 2 |
| 發表日期 | 2005-06-18 |
| 作品名稱 | Fuzzy Assessment of Service Quality Based on Order Statistics |
| 作品名稱（其他語言） | |
| 著者 | Huang, Tien-Tsai; Huang, Wen-Tao |
| 作品所屬單位 | 淡江大學管理科學學系 |
| 出版者 | |
| 會議名稱 | 2005年管理科學與經營決策國際學術研討會=The 2005 International Conference in Management Sciences and Decision Making |
| 會議地點 | 臺北縣, 臺灣 |
| 摘要 | A fuzzy approach which is applied for assessment service quality is proposed to improve the drawbacks of common statistical methods. Many researchers' results showed that service quality is usually evaluated by statistical method and also focused on one specific industry. The statistical method can estimate the mean of customers’satisfactory level of each evaluation factor and it can also reveal the priority factors of the service quality for improvement. However, the satisfactory level of evaluation dimension and aggregate evaluation results can't be achieved by using statistical method. In this study, an algorithm of fuzzy approach based on order statistics for evaluating the service quality is developed to handle the evaluation of service quality of any industries. Furthermore, an illustrative example is given to verify the results and show its advantages. |
| 關鍵字 | Fuzzy evaluation;Service quality;Order statistics;Centroid |
| 語言 | en |
| 收錄於 | |
| 會議性質 | |
| 校內研討會地點 | 淡水校園 |
| 研討會時間 | 20050618~20050618 |
| 通訊作者 | |
| 國別 | TWN |
| 公開徵稿 | Y |
| 出版型式 | 紙本 |
| 出處 | 2005年管理科學與經營決策國際學術研討會論文集=Proceedings of the 2005 International Conference in Management Sciences and Decision Making，頁297-311 |
| 相關連結 |
機構典藏連結 ( http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/95344 ) |