| 基于不确定信息的航空公司服务质量评估 |
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| 引用本文： | 王华伟,左洪福.基于不确定信息的航空公司服务质量评估[J].人类工效学,2007,13(3):24-27. |
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| 作者姓名： | 王华伟 左洪福 |
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| 作者单位： | 南京航空航天大学,民航学院,南京,210016 |
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| 基金项目： | 中国博士后科学基金;江苏省博士后创新基金 |
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| 摘 要： | 服务质量是航空公司在激烈的市场竞争中获取竞争优势的重要手段。科学、客观地评估航空公司的服务质量，便于针对性地查找航空公司服务中的问题和缺陷。但服务质量评估指标体系复杂，主观和客观数据同时存在，增加了评估的难度。鉴于评估数据的模糊性和不确定性，采用基于不确定信息的多属性决策方法，对服务质量进行评估，用实例说明了方法的有效性。
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| 关 键 词： | 服务质量 不确定信息 评估 |
| 文章编号： | 1006-8309（2007）03-0024-04 |
| 修稿时间： | 2006-03-22 |
Service Quality Evaluation of Airline Company Based on Uncertain Information |
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| WANG Hua-wei,ZUO Hong-fu.Service Quality Evaluation of Airline Company Based on Uncertain Information[J].Chinese JOurnal of Ergonomics,2007,13(3):24-27. |
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| Authors: | WANG Hua-wei ZUO Hong-fu |
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| Affiliation: | College of Civil Aviation, Nanjing University of Aeronautics and Astronautics, Nanjing, 210016,China |
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| Abstract: | Service quality is the important tool to get the competition advantage in the market. It can lookup problem and limitation by scientific and objective evaluation for airline company. But the evaluation index system service quality is complex, as subjective and objective data exist together, which adds the evaluation difficulty. Considering of fuzzy and uncertain information , multi - attribute decision method has been used to evaluate service quality. Example shows the method effective. |
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| Keywords: | service quality uncertain information evaluation |
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