應用相關矩陣聚類分析的專家權重評估餐飲服務品質

Evaluating Foodservice Quality Based on Experts’ Weights of Correlation Matrices Clustering Analyze

本研究意圖在AHP──群決策的評估中，需建構群決策矩陣以及考慮每位專家的意見與權重，又要保持決策矩陣具有AHP中判斷矩陣的一般特性。在目前的評估方法中，很少談到專家的權重計算，因此，在基於相關矩陣和系統聚類分析的原理下，本文提出一種專家的賦權方法，先將各專家進行分類，再根據分類結果計算每位專家權重係數，並以餐飲的服務品質為實例，提供一套實施步驟以及分析說明，使其結果更加客觀、合理、可靠。

Owe to the evaluation methods of AHP-Group decision, the construction of the judgment matrix of group decision-making, because one must consider the different ideas from each expert and keep up that the decision matrix is of the general property of judgment matrix in AHP. To develop a evaluating index of Foodservice Quality by using on AHP-Group decision. These factors could help restaurant management teams to evaluate what to do or how to do their services or works effectively to satisfy their customers that to complete the main idea of this research. Thereby, based on the similarity relation matrix and the fuzzy clustering analyze, it provides a method for deriving the experts’ weights in group decision making, in which, an individual expert are classified with hierarchical clustering principle, and the expert weight coefficients are determined according to the result of classification and individual judgment matrix. Finally, a numerical example shows that the method is feasible and effective.