关键词: 服务质量感知, 灰色系统, 灰色模糊评价, 白化权函数

Abstract:

With the increasingly fierce competition in telecommunications market, enterprise service quality has become the core of the enterprise competitiveness, but how to evaluate the quality of service perception has been the focus of telecom enterprises From the perspective of customers and focusing on information incompleteness and rule fuzziness in the process of telecom quality of service evaluation, this paper makes full use of customers’ perception on the fuzziness and grey in the telecom quality of service and, based on the theory of grey system and combining fuzzy comprehensive evaluation method, this paper constructs customer-perceptible grey-fuzzy comprehensive evaluation model for telecom quality of service Taking the operator “A” brand in Chongqing as an example, it also proves that quality of service evaluation system has higher effectiveness and maneuverability, which provides a scientific and effective method for telecom service enterprises’ evaluation to their quality of service

Key words: quality of service perception, grey system, grey-fuzzy evaluation, whitenization weight function