Title :
Research on Internal Evaluation of the Service Quality of Power Supply Based on the Improved Fuzzy AHP Method
Author :
Shen Youxing ; Zeng Ming ; Li Yijun ; Zhang Yi
Author_Institution :
North China Electr. Power Univ., Beijing, China
Abstract :
The purpose to develop internal evaluation on the service quality of power supply is to satisfy the need to provide high quality service for customers. In this paper, through the research on operating links of client service and quality control process of power supply enterprises, an index system for internal evaluation on the service quality of power supply is constructed. On this basis, the improved fuzzy AHP is used to build the certainty model of index weight, which solved the fuzzy uncertainty problem when constructing a comparison-judgment matrix. At last, this paper takes a power supply company in a certain city for example to carry the empirically analysis.
Keywords :
customer services; electricity supply industry; fuzzy set theory; matrix algebra; power supply quality; client service; comparison-judgment matrix; fuzzy AHP method; fuzzy uncertainty problem; index system; internal evaluation; power supply enterprises; quality control process; service quality; Buildings; Cities and towns; Customer satisfaction; Power measurement; Power supplies; Power system modeling; Quality control; Sustainable development; Testing; Uncertainty;
Conference_Titel :
Management and Service Science, 2009. MASS '09. International Conference on
Conference_Location :
Wuhan
Print_ISBN :
978-1-4244-4638-4
Electronic_ISBN :
978-1-4244-4639-1
DOI :
10.1109/ICMSS.2009.5301463
