面向顾客满意度的服务供应商评价

现有服务供应商评价方法通常基于多属性评价方法,逼近于理想值排序方法 (TOPSIS)是常用方法之一.传统基于TOPSIS的评价方法难以处理定性定量相结合的评价指标体系,且没有考虑到指标与顾客满意度间的非线性关系.针对这一问题,提出了面向顾客满意度的服务供应商评价方法,首先将定性定量指标的评价信息借助于卡诺(KANO)函数转化为顾客满意度,然后在所得指标顾客满意度数据的基础上,采用TOPSIS进行供应商评价和排序.其中,运用模糊KANO问卷确定各指标的KANO类型,借助KANO模型建立评价指标与顾客满意度之间的函数关系,通过熵权法计算得出评价指标权重.最后以实例验证所提方法的可行性和有效性.

Customer Satisfaction Oriented Service Supplier Evaluation

The existing service provider evaluation methods are usually based on the multiple attribute decision-making evaluation method,and among them,the TOPSIS(technique for order preference by similarity to an ideal solution) is the one more commonly used.The traditional evaluation method based on the TOPSIS is difficult to deal with the qualitative and quantitative evaluation index system,and dosen''t consider the nonlinear relationship between the criterion and customer satisfaction.In order to solve the problem,a method for service provider evaluation based on the TOPSIS combined with the consideration of the customer satisfaction was put forward.Criteria evaluation informations were translated into customer satisfaction informations by using the KANO function,and then the TOPSIS was used to evaluate and sort suppliers based on the customer satisfaction informations.The fuzzy KANO questionnaire was used to determine the KANO type of each criterion and the function relationship between evaluation index and customer satisfaction was established by using the KANO model.In addition,the weight of evaluation criterion was calculated by the entropy weight method.The feasibility and effectiveness of the proposed method were verified by a practical example.