北京邮电大学学报(社会科学版) ›› 2012, Vol. 14 ›› Issue (5): 53-57.

• 通信管理 • 上一篇    下一篇

电信企业服务质量感知的评价指标体系和方法——以重庆市某运营商A品牌为例

  

  1. (1重庆重邮信科(集团)股份有限公司,重庆400065;2重庆邮电大学 经济管理学院,重庆400065;
    3中国联通 重庆市分公司,重庆400065)
  • 出版日期:2012-10-31 发布日期:2023-03-27

Research on Services Quality Evaluation Index System and Perception #br# Method of Telecom Enterprises#br# ——Taking the operator “A” brand in Chongqing as an example

  1. (1Chongqing Chongyou Information Technology (Group) Co, Ltd, Chongqing 400065, China;
    2 College of Economics and Management, Chongqing University of Posts and Telecommunications,
    Chongqing 400065, China; 3 Chongqing Branch Company, China Unicom, Chongqing 400065, China)
  • Online:2012-10-31 Published:2023-03-27

摘要:

企业的服务质量是企业竞争的法宝,如何感知服务质量的高低,如何对服务质量感知进行评价分析一直是电信企业所关注的焦点问题。本文从客户角度出发,针对电信服务质量评价过程中的信息不完全性和评价规则的模糊性,充分利用客户对电信服务质量认知的模糊性和灰性,从灰色系统理论的视角,结合模糊综合评价法,构建了客户可感知的电信服务质量的模糊灰色综合评估模型。以重庆市某运营商A品牌客户为例,验证了服务质量感知评价体系具有较高的有效性和可操作性,为电信运营企业对其服务质量的评估提供了一种科学有效的方法。

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

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