| 基于模糊QFD的商业银行服务质量改进研究 |
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| 引用本文： | 王冰洁,黄后庆,徐胜男.基于模糊QFD的商业银行服务质量改进研究[J].科技与管理,2011,13(2):120-123. |
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| 作者姓名： | 王冰洁 黄后庆 徐胜男 |
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| 作者单位： | 江苏大学工商管理学院,江苏,镇江,212013 |
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| 摘 要： | 运用集成模糊粗糙集的质量功能展开方法，对商业银行服务质量进行评价，找出影响银行服务质量的关键因素并提出改进建议。首先以改进的SERVQUAL模型为基础，建立6个维度的银行顾客需求指标体系并确定重要度，识别影响银行服务质量的7个关键指标，构建质量屋并运用转换模型得到重要度排序，利用水平提高率对关键指标重要度进行修正，得到最终重要度排序，从而为商业银行服务质量提供改进方法和依据。
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| 关 键 词： | 质量功能展开 模糊粗糙集 SERVQUAL模型 服务质量 商业银行 |
Study on service quality improvement in commercial banks based on fuzzy QFD |
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| WANG Bing-jie,HUANG Hou-qing,XU Sheng-nan.Study on service quality improvement in commercial banks based on fuzzy QFD[J].Science-Technology and Management,2011,13(2):120-123. |
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| Authors: | WANG Bing-jie HUANG Hou-qing XU Sheng-nan |
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| Institution: | WANG Bing-jie,HUANG Hou-qing,XU Sheng-nan (School of Business Administration,Jiangsu University,Zhenjiang 212013,China) |
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| Abstract: | QFD method which integrates Fuzzy Rough Set theory is given in this paper to evaluate commercial banking service quality.The key factors influencing service quality are found and some improving suggestions are put forward.An indicator system contains six dimensions,by which customer requirements of bank are shown and established based on the modified SERVQUAL model and the importance ratings are determined.Seven key indices affecting banking service quality are indentified,and then House of Quality is const... |
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| Keywords: | QFD fuzzy rough set SERVQUAL model service quality commercial bank |
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