| 基于AHP评价的BP神经网络汽车售后服务质量研究 |
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| 引用本文： | 戴静晖,蒋艳. 基于AHP评价的BP神经网络汽车售后服务质量研究[J]. 技术与创新管理, 2012, 0(2): 158-161 |
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| 作者姓名： | 戴静晖 蒋艳 |
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| 作者单位： | 上海理工大学管理学院 |
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| 基金项目： | 上海市重点学科(第三期)建设项目资助(S30501) |
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| 摘 要： | 针对汽车4S店售后服务的具体情况,构建汽车售后服务质量评价体系,应用基于AHP评价的BP神经网络模型,对汽车4S店的售后服务质量进行了综合评价。汽车售后服务质量的综合得分越高,说明该4S店的汽车售后服务质量水平越高;综合得分越低,说明该4S店的汽车售后服务质量水平欠缺,有待改进。实例证明,该理论对于汽车售后服务质量的评价和改进具有实际性和有效性。
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| 关 键 词： | 售后服务质量 顾客满意度 评价指标体系 层次分析法 BP神经网络 |
Evaluation of After-sales Service Quality of Cars Based on AHP-BP |
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| DAI Jing-hui,JIANG Yan. Evaluation of After-sales Service Quality of Cars Based on AHP-BP[J]. Technology and Innovation Management, 2012, 0(2): 158-161 |
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| Authors: | DAI Jing-hui JIANG Yan |
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| Affiliation: | (College of Management,University of Shanghai for Science and Technology,Shanghai 200093,China) |
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| Abstract: | Through constructing the evaluation system of after-sales service quality of cars and applying solution model of AHP-BP neutral network,this paper comprehensively evaluates the after-sales service quality of 4S shops,and indicates that when the figure is higher,the comprehensive performance is better,when the figure is lower,the comprehensive performance is worse.So,the 4S shop of lower figure is going to improve.The example shows that the theory is effective and feasible. |
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| Keywords: | after-sales cervice quality customer satisfaction Evaluation Index System,Analytic Hierarchy Process,BP Neural Network |
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