An Evaluation System for Service Quality of Brand Specialty Shops

摘要：

A service quality evaluation system for brand specialty shops was investigated in this paper by basing on the Exploratory Factor Analysis (EFA) and analytic Hierarchy Process (AHP). The index system was proposed to evaluate the service quality of brand specialty shops. Since the uncertainty of the service quality,the fuzzy evaluation was used to optimize the result of the primitive index system. Finally,field surveys at LENOVO brand specialty shops were carried out for validating the index system.

关键词： Service Quality Ezploratory Factor Analysis Analytic Hierarchy Process Brand Specialty Shops

作者: Wei Liu Zhijun Peng Jing Zhang

作者单位: College of Engineering,Nanjing Agricultural University,P.R.China School of Engineering,University of Sussex,UK

会议类型: 国际会议

会议名称: 2009 IEEE 16th International Conference on Industrial Engineering and Engineering Management(IEEE第16届工业工程与工程管理国际学术会议)

会议地点: 北京

会议语种:英文

页码: 1329-1334

在线出版日期: 2009-10-21（万方平台首次上网日期，不代表论文的发表时间）