作　　者： ; ; ;

机构地区： 中原工学院

出　　处： 《工业工程与管理》 2005年第4期89-92,共4页

摘　　要： 以灰色理论为基础,通过灰色关联度分析设计关联矩阵,提出了一个分析城市公共交通服务质量的灰关联评估模型,该模型选取了线网密度等6个因素构成的集合作为评估指标集,并由此构成评估系列集。在构建模型的基础上,以我国北方某市2002年的资料为例进行了实际检验,结果表明,应用灰色关联分析方法,可以有效确定影响服务质量的因素对服务质量所产生影响的重要程度,从而为服务企业提供控制服务质量的决策依据,更有效地避免服务失误的发生。 Based on the grey system theory, the paper presents a grey relational assessment model to analyze service quality in public transport by the analyzing grey relational degree and devising a relational matrix. A set, which includes six indexes such as the density of route-net, is taken as an assessing index set. Then a serial assessing set is constructed. On the basis of modeling the assessment, the paper also takes the public transportation service of a northem city in 2002 as an example for practical application. According to the result, it is proved that the quality with the application of grey relational making foundation for a service enterprise to effectively. model conforms the importance of these factors to the service analysis. Furthermore, this paper provides a reliable policy- control its service quality and also to avoid the service failure

关 键 词： 灰色理论 关联分析 公共交通 服务质量

领　　域： [经济管理]