CMDI公司咨询项目服务质量评价模型建立及应用研究

发布时间：2018-03-01 13:13

  本文关键词： 服务质量 AHP层次分析法 模糊综合评价　出处：《哈尔滨工业大学》2016年硕士论文　论文类型：学位论文

【摘要】：服务质量是咨询企业立业之本,随着咨询行业竞争的日趋激烈,不断识别并满足客户的需求,提高客户的满意度,成为咨询公司可持续发展的重要保障。本论文将CMDI公司咨询项目的服务质量评价现状作为研究背景,应用模糊综合评价、AHP层次分析法的相关理论,利用实证分析与定性分析等方法对CMDI公司咨询项目服务质量评价体系的建立进行了细致研究,立足实际,建立起一套科学、有效的咨询项目服务质量评价模型。本文基于CMDI公司工程咨询项目服务质量评价现状,对公司现有评价体系存在的问题及问题产生原因进行了剖析。进而借鉴一般服务质量评价理论,充分考虑企业自身特点,建立CMDI公司咨询项目服务质量评价指标体系,进而确定评价模型,最后将评价模型应用于CMDI公司的实际案例,以实际案例说明模型的操作流程并验证其应用效果。本文建立了CMDI公司咨询项目服务质量的三层评价指标表,并依据模型设计的各层指标维度及评价等级,分别设计了三阶、四阶、五阶的判断矩阵及一致性检验工具、模糊评价工具,简化了评价结果统计过程中的人为计算,为模型的实际应用创造了条件。
[Abstract]:Service quality is the foundation of consulting enterprises, with the increasingly fierce competition in the consulting industry, constantly identify and meet the needs of customers, improve customer satisfaction, This paper takes the present situation of service quality evaluation of consulting project of CMDI company as the research background, and applies the theory of fuzzy comprehensive evaluation and AHP analytic hierarchy process. The establishment of service quality evaluation system of consulting project in CMDI Company is studied in detail by means of empirical analysis and qualitative analysis, and a set of science is established based on practice. This paper is based on the status quo of CMDI engineering consulting project service quality evaluation. This paper analyzes the problems existing in the existing evaluation system of the company and the causes of the problems, and then draws lessons from the general service quality evaluation theory, fully considers the characteristics of the enterprise, and establishes the evaluation index system of the service quality of the consulting project of the CMDI company. Finally, the evaluation model is applied to the actual case of CMDI Company, and the operation flow of the model is illustrated and its application effect is verified. In this paper, a three-layer evaluation index table of the service quality of consulting project of CMDI Company is established. According to the index dimension and evaluation grade of each layer of the model design, three, four and five order judgement matrix and consistency checking tool, fuzzy evaluation tool are designed respectively, which simplifies the artificial calculation in the statistical process of evaluation results. It creates conditions for the practical application of the model.
【学位授予单位】：哈尔滨工业大学
【学位级别】：硕士
【学位授予年份】：2016
【分类号】：F282
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本文编号：1552079