基於熵權和層級分析權重係數的咖啡服務品質模糊綜合評價

Fuzz Synthetic Judgment Based on the Entropy Weight and AHP Weight Coefficient on Coffee Industry Service Quality

郭信霖(Hsin-Lin Kuo) ； 李素惠(Suh-Huey Li)

《管理資訊計算》 2卷2期 (2013/12) Pp. 11-19

https://doi.org/10.6285/MIC.2(2).02

摘要

服務品質的好壞是衡量咖啡業水準的重要指標之一，對咖啡業服務品質進行準確的評價有利於提高咖啡業服務品質。本文提供了把主觀和客觀權重相結合的咖啡業服務品質的模糊綜合評價方法。利用模糊數學對不確定性問題有效處理方法，採用熵（Entropy）和層級分析（AHP）相結合的方法，充分挖掘原始資料本身蘊涵的信息，計算出各評價指標的組合權重向量，使結果更為客觀。最後，結合實例說明加以論證。

關鍵字

模糊綜合評價法 ； 熵

並列摘要

The service quality measures one of the important signs that the coffee industry the level of the hall. The people carry on the accurate evaluation of coffee service quality that can help to improve coffee service quality. This paper provides a fuzzy synthetic judgment (FSJ) method for the subject coffee service quality, which combines the subjective weight with the objective weight. Used the fuzzy mathematics to the effective treatment method of the uncertain problem, and calculated for combined weight coefficient by integrating information entropy with AHP, which makes the evaluation more objective. The algorithm is very convenient and easily applicable in practice. Finally, an example is given to show the application of the proposed method.

並列關鍵字

Fuzz Synthetic Judgment (FSJ) ； Entropy

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