基於AHP多級模糊綜合評價法的飲料業服務品質分析

Analysis of Beverage Industry Service Quality Based on AHP and Multi-level Fuzzy Comprehensive Evaluation

郭信霖(Hsin-Lin Kuo)

《管理資訊計算》 2卷1期 (2013/08) Pp. 13-21

https://doi.org/10.6285/MIC.2(1).02

摘要

在日益複雜的決策過程中，利用模糊綜合評價將定性與定量分析結合起來對許多綜合問題進行有效的評價，在觀光產業、環境工程等領域均有廣泛的應用。此法克服傳統主觀方法的不足，處理所有不確定的問題，尤其對於影響系統的因素具有不同的層次，更應採用多級模糊綜合評價法，因此，本文亦採用此法進行飲料產業服務品質的評估信息處理。在實際生活上，利用這套演算法來處理日益複雜決策問題的程序是非常方便容易；最後，以實例驗證這套演算法是有效的、妥當的、可行的。

關鍵字

模糊綜合評價法 ； 服務品質

並列摘要

Fuzzy comprehensive evaluation (FCE) is an effective method to evaluate many comprehensive problems and is widely used in catering hygiene, foodservice quality, coffee service quality, tourism and leisure, environmental engineering and so on. The proposed approach overcomes the deficiency of traditional methods, deal with the problems which mixed all kinds of uncertainly, while multi-level FCE is introduced to process the information relevant to beverage service quality evaluation. The algorithm is very convenient and easily applicable in practice. Finally, the validity and feasibility of the proposed approach is verified with a case.

並列關鍵字

Fuzzy Comprehensive Evaluation ； FCE ； Service Quality

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