| 中文摘要 |
為能更加有效評估餐廳的服務品質水準，創造優質服務品質，針對以往餐廳服務水準評價方法只局限於靜態評價上的不足，構建了基於集對分析和馬可夫鏈的餐廳服務品質水準評估模型，通過聯系度中的同勢、均勢和反勢來判斷餐廳服務水準的變化趨勢，並用聯系度來計算、評估餐廳服務水準的大小，述可以通過兩兩時段間的同、異、反轉移矩陣計算來預測餐廳的客戶下一時段的服務水準，從而實現了對餐廳服務水準的全面、動態評估；最後，通過對某一速食餐廳的實際資料可知，所構建的基於集對分析和馬可夫鏈的餐廳服務水準的評估模型，對於動態評價餐廳服務品質水準的模式是科學、有效、切實可行的。
The traditional methods of Fast-food Restaurant assessment only carry out the static evaluation. To improve the assessment efficiency and create excellent quality, a dynamic assessment model is established based on the Set Pair Analysis(SPA) and Markov chain, which judges the change tendency of Fast-food Restaurant assessment quality degree according to the equal power, balance power and opposite power of relationship degree, evaluates the current service quality level with relationship degree, and forecasts the Fast-food Restaurant assessment service quality level of next Period by the equal different transferring matrix based on the Markov chain. The comprehensive and dynamic assessment of service quality level is thus achieved. Finally, the validity and feasibility of the proposed approach is verified with a case. |
| 英文摘要 |
The traditional methods of Fast-food Restaurant assessment only carry out the static evaluation. To improve the assessment efficiency and create excellent quality, a dynamic assessment model is established based on the Set Pair Analysis(SPA) and Markov chain, which judges the change tendency of Fast-food Restaurant assessment quality degree according to the equal power, balance power and opposite power of relationship degree, evaluates the current service quality level with relationship degree, and forecasts the Fast-food Restaurant assessment service quality level of next Period by the equal different transferring matrix based on the Markov chain. The comprehensive and dynamic assessment of service quality level is thus achieved. Finally, the validity and feasibility of the proposed approach is verified with a case. |
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