CAJ | 학술논문

装备售后技术服务是装备正常使用的重要条件,服务质量评估是保证和提高售后技术服务质量的重要手段.以装备使用和维修保障需要为目标,通过对装备售后技术服务内容和服务质量因素分析,建立了评估指标体系及其层次结构,应用层次分析法确定评估指标权重,以模糊评估理论实施评估,从而建立了评估模型,并对其进行信度和效度的分析.结果表明,该模型在航空装备售后技术服务质量评估工作中应用效果良好.
장비수후기술복무시장비정상사용적중요조건,복무질량평고시보증화제고수후기술복무질량적중요수단.이장비사용화유수보장수요위목표,통과대장비수후기술복무내용화복무질량인소분석,건립료평고지표체계급기층차결구,응용층차분석법학정평고지표권중,이모호평고이론실시평고,종이건립료평고모형,병대기진행신도화효도적분석.결과표명,해모형재항공장비수후기술복무질량평고공작중응용효과량호.
The after-sale technical service is a vital condition of operating properly for materiel. However, how to evaluate the quality of the after-sale technical service, which has never been concerned so extensively as the consumption servicing business, now become a new subject and an important measure for assuring and improving the after-sale technical service quality. Commencing from the analysis of the contents and quality elements of the after-sale technical service for materiel, the paper builds up an evaluation index system and layer structure, and simultaneously sets up an evaluation model on the basis of Analytic Hierarchy Process and fuzzy mathematics theories. The effects of this model in application to airplanes are satisfactory