基于二元對比–灰色和SPA法在餐飲業中的評估

Assessment on the Food Service based on Binary -Grey and SPA

郭信霖(Hsin-Lin Kuo) ； 李素惠(Suh-Huey Li) ； 陳珮瑩(Pei-Ying Chen)

《管理資訊計算》 7卷特刊2 (2018/08) Pp. 30-40

https://doi.org/10.6285/MIC.201808_7(S2).0004

摘要

餐飲業服務評價是對企業進行多目標的綜合評價，在評價過程中，評價資訊的不確切和不完全性，決定了評價系統的灰色性，以灰色系統理論為基礎的灰色評估具有可行性。在評價模型中，採用集對分析法和二元對比-灰色法確定指標的賦權，考慮主客觀賦權優點，提高評價結果的準確性。本文提出了基於多層次灰色理論和SPA法的餐飲業服務評價模型，使評價結果客觀合理。

關鍵字

集對分析法 ； 二元對比法 ； 灰色理論

並列摘要

Food service quality assessment is a comprehensive multiple-objective evaluation on enterprise. The uncertainty and incompleteness of information available for evaluation determines the grey nature of the evaluation system, which makes grey systematic theory and set pair analysis assessment flexible. This paper provides multi-level of grey theory combined with binary contrast weight based food service quality evaluation model being more objective, reasonable and comprehensive based on set pair analysis. Finally, an example is used to illustrate the validity and simplicity of the method.

並列關鍵字

Set Pair Analysis( SPA) ； Binary contrast ； Multi-level of Grey Theory

參考文獻

郭信霖，李素惠(2013)，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， 管理資訊計算， 2(2 ) ， 11-19 。 doi: 10.6731/TPCC_proceedings.003b-002-R6-00012563

Angelos Pantouvakis, (2010). The relative importance of service features in explaining customer satisfaction-A comparison of measurement models, Managing Service Quality, 20( 4), pp. 366-387. doi: 10.1108/09604521011057496

Bitner, M.J. (1992). The impact of physical surroundings on customers and employees. Journal of Marking, 56, pp.57-71. doi: 10.2307/1252042

Clark Kincaid and Seyhmus Baloglu. (2010). What really brings them back？The impact of tangible quality on affect and intention for casual dining restaurant patrons, International Journal of Contemporary Hospitality Management, 22(2), pp.209-220. doi: 10.1108/09596111011018197

Kai Victor Hansen, Oystein Jensen & Inga-Britt Gustafsson.(2005). The Meal Experiences of a´ la Carte Restaurant Customers, Scandinavian Journal of Hospitality and Tourism, 5( 2), pp.135-151. doi: 10.1080/15022250510014417