以顧客認知服務品質為基礎之網路服務評選

QoS-aware selection of Web Services based on Customer perception

顏柏璋(Po-Chang Yen)

指導教授 ： 王平

崑山科技大學/資訊科技學院/資訊管理研究所/碩士(2008年)

摘要

目前日常生活的許多網路應用存在相似特性，例如預定機票服務、數位音樂的下載及部落格(blog)相簿等，然而這些服務功能雖然相似，但服務品質(QoS)卻有差異，顧客如何從眾多的服務中選出適當的網路服務項目，牽涉到顧客對服務品質的屬性有不同認知及偏好，且因個人的體驗及資訊的不足，造成評估時的印象是模糊(vague)，因此網路服務的評選可視為一個模糊多準則決策問題(Multiple attribute decision making, MADM)。如何以顧客認知下的服務品質為基礎，區分出網路服務的不同的服務水準，是推廣電子商務時值得探討的問題。基於上述的理由，本研究將以Atanassov 發展的直覺式模糊集合(Intuitionistic Fuzzy Sets, IFS)提供決策者表達對問題的正面與負面信心度，綜合衡量使用者滿意度， 系統的實做是透過微軟的.NET 開發框架(Framework)，整合Google Map 以建立一個以地理資訊系統(Geographic Information System, GIS)為導向的旅遊決策輔助系統。最後，舉一個網路旅遊服務為例，透過綜合式網路服務(composite services) 選擇，以一次購足的觀念(one-stop shopping)滿足旅程的舒適飛行、美味食物、優值住宿及便利交通的各項需求，協助使用者正確選擇網路旅遊的綜合服務。

關鍵字

網路服務 ； 直覺式模糊集合 ； 旅遊推薦系統 ； 顧客滿意度

並列摘要

Currently, there exist a number of web services providing similar or identical functional characteristics in our life, such as flight booking, digital music download and blog, but they exhibit divergent Quality of Services (QoS). The selection issue of QoS-aware web services involves consumer’s vague perceptions of QoS, generated by individual distinct experiences and less information; thus it may be regarded as a multiple attribute decision making (MADM) problem. How to differentiate the service level of web services based on customer’s perception is a crucial issue in the promotion of electronic commerce. In this paper, we employed Intuitionistic Fuzzy Sets (IFS), developed by Atanassov, to aggregate both concord and discord degrees of the user’s satisfaction for analyzing the synthetic satisfaction degree on a specific web service. In addition, a GIS-oriented travel decision system, integrating with Google Map, is developed by Microsoft .NET framework for QoS-aware web services selection. Finally, an example of composite services selection, via the concept of one-stop shopping for fulfilling the requirement of comfortable flight, fine food, valuable lodge and convenient travel, is used to illustrate the proposed method and assist users to appropriately select the web services.

並列關鍵字

Web service ； Intuitionistic fuzzy sets ； Travel recommendation system ； Customer satisfaction

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