摘要
服务过程评价是供电服务质量综合评价的一个重要组成部分。在对供电服务过程分析的基础上,设计了一套供电服务过程评价指标体系,构建了基于模糊熵的评价模型,并对服务过程评价进行了试算,最后对试算结果进行了分析。
The process evaluation of service is an important element in the comprehensive service evaluation of electric utility, and it deals with various background operations of marketing and service. Fuzzy entropy is a method of evaluation that adopts entropy weights in the integration of experts＇ opinions, in addition to fuzzy weighting and group decision, and takes the distribution of experts＇ opinions into consideration. An index system of the process evaluation is designed for power supply utility service. The solution to fuzzy entropy evaluation is introduced. Simulation of service process evaluation is performed and analyzed tentatively.
出处
《现代电力》
2008年第3期89-92,共4页
Modern Electric Power
关键词
供电企业
服务过程
模糊熵
综合评价
模型设计
power supply utility
service process
fuzzy entropy
comprehensive evaluation
model design
