《计算机应用研究》|Application Research of Computers

基于DANP和TOPSIS法的服务质量满意度分析——以网络餐饮平台为例

Service quality satisfaction analysis based on DANP and TOPSIS: take online catering platform as example

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作者 张炎亮,鹿晴晴
机构 郑州大学 管理工程学院,郑州 450001
统计 摘要被查看 次,已被下载
文章编号 1001-3695(2020)07-033-2082-05
DOI 10.19734/j.issn.1001-3695.2018.12.0951
摘要 针对网络餐饮平台满意度的多目标决策问题,提出了一种基于DANP与TOPSIS法的多目标平台服务质量满意度分析方法。首先运用SERVPERF方法确定影响网络餐饮平台选择的指标因素;然后利用DANP法得出指标因素的客观综合权重并分析指标间的相关关系;最后,在建立评价指标体系基础上,采用TOPSIS法将影响因素的综合权重与绩效指标相结合,得到目标网络餐饮平台的整体满意度排序。结果显示网络餐饮平台的平台监管、优惠力度及频率的影响权重较大,美团平台满意度最高。研究表明该方法不仅提高了关键因素确定的可靠性,还为网络餐饮平台服务质量的提升提供依据。
关键词 网络餐饮平台; DANP法; TOPSIS法; 服务质量
基金项目 国家自然科学基金青年项目(71801)
河南省高等学校重点科研项目计划(19A630031)
本文URL http://www.arocmag.com/article/01-2020-07-033.html
英文标题 Service quality satisfaction analysis based on DANP and TOPSIS: take online catering platform as example
作者英文名 Zhang Yanliang, Lu Qingqing
机构英文名 Institute of Management Engineering,Zhengzhou University,Zhengzhou 450001,China
英文摘要 Aiming at the multi-objective decision-making problem of online catering platform satisfaction, this paper proposed a multi-objective platform service quality satisfaction analysis method based on DANP and TOPSIS. Firstly, it used the SERVPERF method to determine the index factors affecting the selection of network catering platform. Then it obtained the objective comprehensive weight of index factors by DANP method and analyzed the correlation between indicators. Finally, on the basis of establishing the evaluation index system, it used the TOPSIS method to combine the comprehensive weights of the influencing factors with the performance indicators, and obtained the overall satisfaction ranking of the target network catering platform. The results show that the platform supervision, preferential strength and frequency of the network catering platform have a greater weight of influence, and the Meituan platform has the highest satisfaction. Research shows that this method not only improves the reliability of key factors, but also provides a basis for improving the service quality of online catering platforms.
英文关键词 network catering platform; DANP method; TOPSIS method; service quality
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收稿日期 2018/12/6
修回日期 2019/1/28
页码 2082-2086
中图分类号 TP399;F272.5
文献标志码 A