CAJ | 학술논문

当前对服务绩效的研究更多的是对服务质量的衡量，但缺少从顾客感知的角度对服务业务的评价研究。同时，由于不同产品备件服务的属性重要性随着服务类型等因素的不同而有较大的差距，很难赋予服务属性固定的权重值。因此，为了全面分析备件服务绩效的影响因素，参考SERVQUAL模型建立了备件服务绩效评价体系。为了从顾客感知的角度对服务业务进行评价，采用GIOWA算子的方法以有效地融合评价体系中的多组模糊和不确定的客户评价信息。实例结果表明，该方法取得了对模糊语言评价的良好集结效果，为备件服务绩效评价提供了一种定性和定量相结合的评价方法。
당전대복무적효적연구경다적시대복무질량적형량，단결소종고객감지적각도대복무업무적평개연구。동시，유우불동산품비건복무적속성중요성수착복무류형등인소적불동이유교대적차거，흔난부여복무속성고정적권중치。인차，위료전면분석비건복무적효적영향인소，삼고SERVQUAL모형건립료비건복무적효평개체계。위료종고객감지적각도대복무업무진행평개，채용GIOWA산자적방법이유효지융합평개체계중적다조모호화불학정적객호평개신식。실례결과표명，해방법취득료대모호어언평개적량호집결효과，위비건복무적효평개제공료일충정성화정량상결합적평개방법。
The evaluation research on the service business based on the perspective of the customer per -ception is inadequate and the importance given to the attributes of the different product spare parts service is high disparate due to the different types of services and other factors .Thus it is difficult to give service attributes fixed weights .Spare parts service performance evaluation system is established by drawing SE-RVQUAL model , in order to comprehensively analyze the factors affecting the performance of spare parts . So the evaluation of spare parts service performance applies GIOWA operator to integrate multiple sets of fuzzy and uncertain customer evaluation information to evaluate the spare parts service performance in the perspective of the customer perception , which achieves good results on vague language evaluation and pro-vides an evaluation method which is the combination of qualitative and quantitative evaluation of spare parts service performance .