教師資料查詢 | 類別: 會議論文 | 教師: 黃文濤 HUANG, WEN-TAO (瀏覽個人網頁)

標題:Fuzzy Assessment of Service Quality Based on Order Statistics
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
語言英文
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
國別中華民國
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
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