Chung-Hua University Repository:Item 987654321/28907
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    CHUR > College of Management > Industrial Management > Seminar Papers >  Item 987654321/28907


    Please use this identifier to cite or link to this item: http://chur.chu.edu.tw/handle/987654321/28907


    Title: 整合模糊語意、OWA以及Kano二維品質模式進行服務品質績效研究
    Authors: 鄧肖琳
    Teng, Hsiao_Lin
    Contributors: 工業管理學系
    Industrial Management
    Keywords: OWA;品質績效;模糊區間語意;Kano二維品質模型
    Date: 2011
    Issue Date: 2014-06-27 00:12:26 (UTC+8)
    Abstract: 以往在服務品質或是滿意度相關調查的問卷設計上,多採用李克特量表,但因考量人的感受是無法被切割的,尺度方式無法明確表達出人類思維模式與感受的模糊與不確定性。而區間語意變數能使評估者的表達,任兩相鄰語意變數之間更貼切於人的思維模式與感受特質。又考量服務品質績效之因素間可能存在著相互牽扯的關係,甚或有排序的問題存在。而OWA運算子考量了各要素排序的問題,並在取得排序位置權重後,整合排序評估值與排序位置權重,因應OWA運算子考量到每項要素之間的相對重要性,故本研究在各銀行品質績效整合評估值上採用OWA運算子。過往
    Appears in Collections:[Industrial Management] Seminar Papers

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