Title

發展模糊服務能力指標於供應商評選

Translated Titles

Development of Fuzzy Service Capability Index in Supplier Selection

Authors

陳家慧

Key Words

服務品質 ; 模糊理論 ; 服務能力指標 ; Service Quality ; Fuzzy Theory ; Service Capability Index

PublicationName

亞洲大學經營管理學系碩士班學位論文

Volume or Term/Year and Month of Publication

2010年

Academic Degree Category

碩士

Advisor

許昌賢

Content Language

繁體中文

Chinese Abstract

對於一個企業而言,供應商的選擇是相當重要且複雜的決策問題,決策者通常須要同時考慮不同評估準則後,才能作出正確的抉擇。本研究為利用模糊理論的概念,將決策者在判斷或決定服務品質優劣時,其具有模糊性與不確定性之語意變數轉換成一明確數值,並利用服務能力指標(SCI),衡量不同供應商的服務品質水準。隨著科技與環境的改變,人們對於有形產品或無形服務的品質要求日漸趨重,顧客經常會根據與服務提供者互動時所觀察到的線索對服務品質作判斷,且服務品質好壞會影響顧客的再購意願並進而影響企業經營績效;然而,服務品質的表達是一種感受性及主觀性的問題,人們在思考或決策感受時,常會具有模糊、個人偏好等,故本研究利用模糊理論,使顧客模糊語意值能更具體描述成為一個明確數值。此外,服務品質在顧客或企業為越高(大)越好,這是一種望大型品質特性,因此本研究依據PCI中Cpl的概念建構出Spl,並將多位顧客對於感受供應商的服務認知時的淨值,帶入本研究所建構的SCI,藉此評估不同供應商的整體服務品質水準,以提供企業進行改善,提升消費者再購意願。本研究亦建構一套運用服務能力指標的評估流程以提供學術及產業界應用。

English Abstract

Supplier selection is very important and complex problem for the businessman. The master have to make the correct decision before consider the different evaluation guideline. The fuzzy linguistic variable transformed to a crisp number through the fuzzy theory. And use the Service Capability Index to measure the service quality of suppliers. As the technological change and the environment, there are more and more important about the quality requirements of the tangible products or intangible services for people, and customers often judge the service quality based on interactions observing leads with services providers. Thus, the service quality can influence customer repurchase intentions, and then affect business performance. However, the service quality were an expression of sensitivity and subjective questions, when people are thinking or decision-making, often they will have vague and personal preferences. Therefore, the present project in this pipeline fuzzy linguistic values so that customers can more specifically described as a crisp value by applying fuzzy theory. In addition, this is a larger-the-better, when the service quality in customers or companies for the higher (large) as possible. So according to Cpl in the PCI, we will construct Spl, and then this project SCI brings many customers crisp values when they were feelings of the service time. Final evaluation the overall service quality levels by different service providers, and the result can provide companies improvements that influence customers repurchase intentions.

Topic Category 管理學院 > 經營管理學系碩士班
社會科學 > 管理學
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