A Service Quality Evaluation Method Considering the Tolerance Zones of Service Aspirations Provided by Customers
ZHANG Chongyang
FAN Zhiping
YU Chao
XU Hao
Abstract：To solve the service quality evaluation problem of a service system, a method for evaluating service quality considering the tolerance zones of service aspirations provided by customers is proposed.In the method, firstly, the tolerance zones of service aspirations and service perception evaluations of custom-ers are obtained through questionnaires.Then, according to the degree of importance of each evaluation in-dex provided by the experts, the weights of service quality evaluation indexes are calculated.Furthermore, the customers' evaluation information is integrated using the weighted-average method to determine the comprehensive service quality perception value of the service system.Moreover, the service quality grade of the service system is determined using the score scale transformation method.Finally, a practical exam-ple is given to illustrate the feasibility and the potential application of the proposed method.
Keywords：service quality evaluationtolerance zoneevaluation indexevaluation method
Publication Date：2016-01-01
Online Publishing Date：2025-08-15(First online date of this platform, not the publication date of the document)
Pages：7( 88-94 )