YUAN Gui-lin,JIN Jun-xi,HUANG Zong-fu.Study of Service Quality of Rural Credit CooperativesBased on Kano Model and AHP[J].HEILONGJIANG AGRICULTURAL SCIENCES,2011,(02):131-134.
基于Kano模型和AHP法的农村信用社服务质量研究
- Title:
- Study of Service Quality of Rural Credit CooperativesBased on Kano Model and AHP
- 文章编号:
- 1002-2767(2011)02-0131-04
- Keywords:
- Kano model; AHP; service quality
- 分类号:
- F832.35
- 文献标志码:
- A
- 摘要:
- 构建了农村信用社服务质量评价指标体系,运用Kano模型进行问卷设计和调研,对影响顾客满意度的服务质量要素进行了分类,结合AHP法研究不同质量要素下属维度、指标对顾客的影响程度,为农村信用社服务质量改善提供决策支持。
- Abstract:
- This paper has constructed the index system of service quality evaluation of rural credit cooperatives,and using Kano model to design questionnaire and research,classified with different service quality elements affecting customer satisfaction,and then using AHP method studied the degree of influence on customers by different quality elements,dimensions,and indexes,to provide decision support to improve service quality of rural credit cooperatives.
参考文献/References:
[1]庞燕萍.目前农村信用社服务质量和水平亟待提高解决的几个问题[J].现代经济信息,2010(2):189. [2]Kano N, Seraku.N, Takanashi, et al. Attractive quality and must-be quality [J].The Journal of the Japanese Society for Quality Control,1984,14(2):39-48. [3]陈波波.基于Kano模型的质量评价研究[D].北京:北京邮电大学,2008. [4]Epsitein S,Rauzy A.Can we trust PRA[J].Reliability Engineering and System Safety,2005,88(3):195. [5]秦江波,王宏起.基于AHP的企业管理绩效评价模型研究[J].学术交流,2009(3): 93-96. [6]风廷.基于卡诺模型的物流服务质量影响因素分析[J].物流技术,2007(12):5-8. [7]Chen H H, Lee H A, Tong Y H. Prioritization and oprations NPD: mix in a net work with strategic partners under uncertainty[J].Expert Systems with Applications,2007,33(2):337.
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备注/Memo
基金项目: 重庆市社科规划资助项目(2006-JJ24)