基于二元-Entropy 與灰色理論在飲料店服務的評估

Based on binary-Entropy and Grey theory for Beverage Industry service assessment

在建立了評價指標體系的基礎上，引入二元對比法與熵權的組合權重和灰色理論相結合的綜合評價模型，兼顧產品服務品質的模糊性、複雜性和難以量化等特點，對飲料產業服務品質進行評價，在評價過程中,評價資訊的不確切和完全性,決定了評價系統的灰色性,以灰色系統理論為基礎的灰色評估具有可行性。減少了主觀因素的影響，提高了評價結論的準確性，為飲料產業服務品質評價提供了一種新方法。

After establishing the index evaluation system, the synthetical evaluation model combining binary contrast weight with Entropy method is introduced to evaluate the beverage industry service quality, and to make the fuzziness, complexity and difficulty. In the model, the combinational weight method is applied to determine the weights of evaluation indexes, the Grey theory method to make qualitative process and comparison to the qualitative information, which reduces the influence of subjective factor and improve the accuracy of the evaluation conclusion, and offers a new kind of approach for evaluation to beverage industry service quality. Finally, the validity and feasibility of the proposed approach is verified with a case.