基於熵權法和集對分析評價飲料業服務品質

Study to evaluation of Beverage Industry service quality based on Entropy method and Set Pairs Analysis

郭信霖(Hsin-Lin Kuo) ； 李素惠(Suh-Huey Li) ； 陳慎健(Shen-Chien Chen)

《觀光與休閒管理期刊》 6卷特刊 (2018/08) Pp. 56-62

https://doi.org/10.6510/JTLM.201808_6(S).0006

摘要

集對分析是一種處理不確定性問題的系統分析方法，利用該方法對系統危險性進行了評價。在建立了評價指標體系的基礎上，引入熵權和集對分析(Set Pair Analysis，SPA)相結合的綜合評價模型，兼顧產品服務品質的模糊性、複雜性和難以量化等特點，對飲料產業服務品質進行評價，模型中利用熵權法確定各評價指標的合理權重，應用集對分析法對定性資訊進行量化處理和比較，減少了主觀因素的影響，提高了評價結論的準確性，為飲料產業服務品質評價提供了一種新方法。

關鍵字

熵權 ； 集對分析(SPA) ； 服務品質

並列摘要

After establishing the index evaluation system, the synthetical evaluation model combining entropy weight with set pair analysis theory is introduced to evaluate the beverage industry service quality, and to make the fuzziness, complexity and difficulty. In the model, the entropy method is applied to determine the weights of evaluation indexes, the set pair analysis to make qualitative process and comparison to the qualitative information, which reduces the influence of subjective factor and improve the accuracy of the evaluation conclusion, and offers a new kind of approach for evaluation to beverage industry service quality. Finally, the validity and feasibility of the proposed approach is verified with a case.

並列關鍵字

Entropy weight ； Set Pair Analysis(SPA) ； Service Quality