scholarly journals AN ONLINE REVIEWS INFORMATION FUSION METHOD AND ITS APPLICATION TO PUBLIC PROPERTY SERVICE QUALITY EVALUATION

2022 ◽  
Vol 0 (0) ◽  
pp. 1-10
Author(s):  
Shanshan Lin ◽  
Wenjin Zuo ◽  
Hualin Lin ◽  
Qiang Hu
Keyword(s):  
Decision Making ◽  
Service Quality ◽  
Information Fusion ◽  
Quality Evaluation ◽  
Rapid Development ◽  
Online Reviews ◽  
Management Decision ◽  
Fusion Method ◽  
Scaling Method ◽  
Service Quality Evaluation

With the rapid development of computer networking technology, people pay more and more attention to the role of online reviews in management decision making. The existing methods of online reviews fusion are limited to rational decision-making behavior, which does not accord with the characteristics of evaluators’ behavior characteristics in the real environment. In order to solve the online reviews fusion problem based on bounded rational behavior which is closer to the reality of property service quality evaluation, the multi-index and multi-scale (MIMS) method is extended into the generalized form, the online reviews are quantified by using the adverb structure scaling method, and an online reviews fusion method based on the improved TODIM (an acronym in Portuguese of interactive and multi-criteria decision making) model is proposed. The feasibility and effectiveness of the proposed method are verified by an example analysis of property service quality evaluation. The research results are as follows: the adverb structure scaling method is suitable for a large number of online reviews processing, the proposed method improves the efficiency of online reviews information fusion, and it is feasible and effective to evaluate property service quality based on the bounded rationality of evaluator’s behavior.

scholarly journals Research on express service based on improving customer satisfaction

2020 ◽  
Vol 325 ◽  
pp. 03003
Author(s):  
Jiangxue Di ◽  
Haolan Liang
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Evaluation ◽  
Evaluation Model ◽  
Rapid Development ◽  
Richter Scale ◽  
Service Quality Evaluation ◽  
Quality Evaluation Model ◽  
Express Delivery

With the rapid development of e-commerce in China, the scale of express delivery industry is also expanding rapidly, while the quality of express delivery service has not been effectively improved, with a high value of number lying in the complaint rate of express delivery industry, which leads to low customer satisfaction. Based on the service quality evaluation model, this paper designs the questionnaire with the help of the Richter scale, also constructs the evaluation index of express service quality based on customer satisfaction, with the analysis of the factors through the use of SPSS 23, this essay finds out the main factors that affect the customer’s satisfaction with express service quality,and put forwards corresponding suggestion for improvement.

scholarly journals Application of an Integrated Model with MCDM and IPA to Evaluate the Service Quality of Transshipment Port

2013 ◽  
Vol 2013 ◽  
pp. 1-7 ◽  
Author(s):  
Chien-Chang Chou ◽  
Ji-Feng Ding
Keyword(s):  
Decision Making ◽  
Service Quality ◽  
Quality Evaluation ◽  
Location Choice ◽  
Multiple Criteria Decision Making ◽  
Integrated Model ◽  
Service Quality Evaluation ◽  
Complex Decision Making ◽  
Complex Decision

It is often to solve complex decision-making problems in the marine transportation environment, such as the evaluation of service quality and the location choice of ports. In this paper, an integrated model with multiple-criteria decision making (MCDM) and importance-performance analysis (IPA) is presented and then is applied to solve the problem of service quality evaluation of transshipment port. The MCDM approach can be used to deal with both quantitative data and qualitative ratings simultaneously. The IPA approach can be applied to realize the shortcomings of service quality of ports and rank the ranking of strategies for improving service quality of transshipment port. Finally, some useful suggestions for improving the service quality of ports are given in the paper.

Service quality evaluation of car rental industry in China

2013 ◽  
Vol 31 (1) ◽  
pp. 82-102 ◽  
Author(s):  
Min Zhang ◽  
Yueyue Xie ◽  
Lili Huang ◽  
Zhen He
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Quality Evaluation ◽  
Rapid Development ◽  
Strong Impact ◽  
Content Type ◽  
Car Rental ◽  
Service Quality Evaluation ◽  
Car Rental Industry

Purpose – Due to the rapid development of automotive industry, China has become the world first in car production and consumption. However, under the pressure of environment pollution, traffic congestion and parking restriction in big cities, the car rental service, as an alternative solution for private car, becomes a new trend. The market is disorganized now. This research aims to use SERVQUAL model to further examine which dimension has great contribution to service quality. Design/methodology/approach – A service quality evaluation scale for the car rental industry in China is designed based on PZB's SERVQUAL model. The reliability and exploratory factor analysis methods are adopted to measure the validity and reliability of the scale from the sampled data. At the same time, the relationship between service quality, customer satisfaction and customer loyalty is discussed with the path analysis method. Findings – The results show that the contribution of empathy to the total service quality ranks the top. At the same time, empathy has a strong impact on customer satisfaction and customer loyalty. Practical implications – It is very important to attract customers depending on personalized services or service providing mode, that is, the empathy. Originality/value – As a new mode in China, the car rental market is disorganized and has low service quality. The evaluation scale is designed including five dimensions. The analysis results provide guidance on how to improve their service quality to managers in car rental industry in China.

APPLYING LINGUISTIC DECISION-MAKING METHOD TO DEAL WITH SERVICE QUALITY EVALUATION PROBLEMS

2001 ◽  
Vol 09 (supp01) ◽  
pp. 103-114 ◽  
Author(s):  
CHEN T. CHEN
Keyword(s):  
Decision Making ◽  
Service Quality ◽  
Quality Evaluation ◽  
Fuzzy Numbers ◽  
Service Process ◽  
Quality Level ◽  
Service Quality Evaluation ◽  
Linguistic Decision Making ◽  
Linguistic Labels ◽  
Management Issues

Today the evaluation of service quality is one of the most important management issues for every organization. An important feature of the service process is the degree of customer influence on the service process. A characteristic of service quality evaluation is that it consists of both tangible and intangible factors. In this paper the customers' subjective opinions and the weights of factors are described by linguistic labels which can be expressed in trapezoidal fuzzy numbers. After aggregating these linguistic labels, a linguistic decision–making method is proposed to evaluate the service quality level of each organization. Finally, a numerical example is shown to highlight the procedure of the proposed method at the end of this paper.

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