發(fā)布時間：2018-03-01 13:13

  本文關鍵詞： 服務質量 AHP層次分析法 模糊綜合評價　出處：《哈爾濱工業(yè)大學》2016年碩士論文　論文類型：學位論文

【摘要】：服務質量是咨詢企業(yè)立業(yè)之本,隨著咨詢行業(yè)競爭的日趨激烈,不斷識別并滿足客戶的需求,提高客戶的滿意度,成為咨詢公司可持續(xù)發(fā)展的重要保障。本論文將CMDI公司咨詢項目的服務質量評價現(xiàn)狀作為研究背景,應用模糊綜合評價、AHP層次分析法的相關理論,利用實證分析與定性分析等方法對CMDI公司咨詢項目服務質量評價體系的建立進行了細致研究,立足實際,建立起一套科學、有效的咨詢項目服務質量評價模型。本文基于CMDI公司工程咨詢項目服務質量評價現(xiàn)狀,對公司現(xiàn)有評價體系存在的問題及問題產生原因進行了剖析。進而借鑒一般服務質量評價理論,充分考慮企業(yè)自身特點,建立CMDI公司咨詢項目服務質量評價指標體系,進而確定評價模型,最后將評價模型應用于CMDI公司的實際案例,以實際案例說明模型的操作流程并驗證其應用效果。本文建立了CMDI公司咨詢項目服務質量的三層評價指標表,并依據(jù)模型設計的各層指標維度及評價等級,分別設計了三階、四階、五階的判斷矩陣及一致性檢驗工具、模糊評價工具,簡化了評價結果統(tǒng)計過程中的人為計算,為模型的實際應用創(chuàng)造了條件。
[Abstract]:Service quality is the foundation of consulting enterprises, with the increasingly fierce competition in the consulting industry, constantly identify and meet the needs of customers, improve customer satisfaction, This paper takes the present situation of service quality evaluation of consulting project of CMDI company as the research background, and applies the theory of fuzzy comprehensive evaluation and AHP analytic hierarchy process. The establishment of service quality evaluation system of consulting project in CMDI Company is studied in detail by means of empirical analysis and qualitative analysis, and a set of science is established based on practice. This paper is based on the status quo of CMDI engineering consulting project service quality evaluation. This paper analyzes the problems existing in the existing evaluation system of the company and the causes of the problems, and then draws lessons from the general service quality evaluation theory, fully considers the characteristics of the enterprise, and establishes the evaluation index system of the service quality of the consulting project of the CMDI company. Finally, the evaluation model is applied to the actual case of CMDI Company, and the operation flow of the model is illustrated and its application effect is verified. In this paper, a three-layer evaluation index table of the service quality of consulting project of CMDI Company is established. According to the index dimension and evaluation grade of each layer of the model design, three, four and five order judgement matrix and consistency checking tool, fuzzy evaluation tool are designed respectively, which simplifies the artificial calculation in the statistical process of evaluation results. It creates conditions for the practical application of the model.
【學位授予單位】：哈爾濱工業(yè)大學
【學位級別】：碩士
【學位授予年份】：2016
【分類號】：F282
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本文編號：1552079