基于AHP的地区消费者权益保护评价研究

发布时间：2018-05-19 12:54

本文选题：地区 + 消费者　；参考：《浙江工业大学》2015年硕士论文

【摘要】：商品经济社会的出现导致经营者和消费者两个社会阶层的出现,消费者在交易中处于弱势地位,经营者的不诚信行为时常侵害到消费者的合法权益,再加之交易中信息不对称,导致消费者弱势地位和经营者霸权地位更加突出,为此,消费者权益保护运动的兴起,便成为当今世界发达国家乃至发展中国家的共同现象[28]。由于人们对产品质量、功能和服务的要求逐渐提高,消费维权意识也是日渐增强,民间维权组织以及政府的消费维权建设逐渐完善,无不体现我国经济社会的发展和消费者权益保护水平的提高[1]。早先的消费者权益保护评价研究,大多局限于消费者对质量、服务以及售后情况等指标进行评价,后来进行了拓展并加入一系列评价方法,起初运用的定性分析比较多,后期出于准确的需要,给定性指标赋予一定的数值,这一切使得评价完善起来。本文通过对前人的评价理论进行借鉴,选取我省某地区的消费者权益保护状况为主进行评价研究,以期发现问题和不足。本文在对问卷调查结果进行分析之前先对调查问卷的可信度进行分析,确保问卷的合理性,并最终确保问卷调查结果的有效性,使之能够很好的代表被评价对象[19]。本文针对新时期下消费者权益保护的情况通过定性、定量相结合的办法进行分析研究,评估指标用的是主观性较强的定性分析,尤其是运用前人努力成果和实际情况确定消费评价指标,这样的结果较有说服力。笔者在本文的研究中做了下面几个方面的工作:首先对我国消费者权益保护的背景进行简单说明,阐述了进行消费者权益保护评价的理论意义和实践意义,进而提出自己的研究思路和研究的基本内容;其次,对消费者权益保护的定义和方式进行简单说明,把本文中将要将其作为依据的消费者权益保护的不足进行介绍,并就本文选用的评价方法——层次分析法进行重点介绍;再次,本文说明了问卷调查的详细操作经过,分析了回收的问卷调查情况,然后是信度分析、因子分析,验证问卷的有效性,接着,计算消费者权益保护评价指标体系中各指标在整个评价体系中的权重,之后,还进行了一致性检验。随后,计算出评价值,根据评价结果,在生产者指标、经营者指标、社会组织指标、政府指标四个方面进行分析。最后,归纳指出本文由于水平和条件都有所限制,方法和工具都有些主观,所选的评价因素没有科学依据,主要凭主观定夺,参照意义到底有多大还很难说,问卷涉及的样本范围也比较狭窄,直接导致评价指标和数据的片面性。针对这些缺点,本文给出展望,希望能在以后的研究中建立完善的评价体系。
[Abstract]:The emergence of commodity economy and society leads to the emergence of two social strata: the operator and the consumer. The consumer is in a weak position in the transaction. The dishonest behavior of the operator often infringes upon the legitimate rights and interests of the consumer, plus the information asymmetry in the transaction. Therefore, the rise of consumer rights and interests protection movement has become a common phenomenon in developed countries and even developing countries in the world [28]. As people's demands on product quality, functions and services are gradually increasing, the awareness of consumer rights protection is also increasing, and the construction of consumer rights protection organizations and the government is gradually improving. All reflect the economic and social development of our country and the improvement of consumer rights and interests protection level [1]. Earlier studies on consumer rights and interests protection were mostly limited to consumers' evaluation of quality, service and after-sale conditions. Later, they expanded and added a series of evaluation methods. At first, more qualitative analysis was used. Because of the need of accuracy, the qualitative index is given a certain value in the later period, which makes the evaluation perfect. Based on the previous evaluation theory, this paper selects the status of consumer rights protection in a certain area of our province to evaluate and study, in order to find out the problems and shortcomings. This paper first analyzes the reliability of the questionnaire before analyzing the results of the questionnaire, to ensure the rationality of the questionnaire, and finally to ensure the validity of the results of the questionnaire, so that it can represent the evaluated object very well [19]. According to the situation of consumer rights and interests protection in the new period, this paper analyzes and studies the situation of consumer rights and interests in the new period by combining qualitative and quantitative methods. The evaluation indicators are qualitative analysis with strong subjectivity. In particular, the results of previous efforts and the actual situation to determine the consumption evaluation index, such results are more persuasive. In this paper, the author has done the following work: firstly, the background of consumer rights and interests protection in China is simply explained, and the theoretical and practical significance of consumer rights protection evaluation is expounded. Then it puts forward its own research ideas and basic contents. Secondly, the definition and method of consumer rights and interests protection are simply explained, and the shortcomings of consumer rights and interests protection which will be used as the basis in this paper are introduced. And the evaluation method selected in this paper-Analytic hierarchy process (AHP) is introduced. Thirdly, this paper explains the detailed operation of the questionnaire, analyzes the situation of the collected questionnaire, and then the reliability analysis, factor analysis, To verify the validity of the questionnaire, then calculate the weight of each index in the evaluation index system of consumer rights and interests protection in the whole evaluation system, after that, the consistency test is also carried out. Then, the evaluation value is calculated and analyzed in four aspects: producer index, operator index, social organization index and government index. Finally, it is concluded that due to the limitations of the level and conditions, the methods and tools are somewhat subjective, the evaluation factors selected have no scientific basis, mainly by subjective decision, it is difficult to say how much the referential significance is. The sample range involved in the questionnaire is also narrow, which directly leads to the one-sidedness of evaluation index and data. In view of these shortcomings, this paper gives the prospect, hoping to establish a perfect evaluation system in the future research.
【学位授予单位】：浙江工业大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：D923.8

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