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| Service Attribute Decision Making Based on Revised Importance Performance Analysis |
| TAN Yuan-Ling, CHU Xue-Ning, ZHANG Zai-Fang |
| (School of Mechanical Engineering, Shanghai Jiaotong University, Shanghai 200240, China) |
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Abstract
In order to represent the individuation difference and subjective uncertainty in customer evaluation adequately, multigranularity and multisemantic fuzzy number which is translated into uniform decision information by conversion function was adopted to express service attribute’s performance value. Considering the affection to decision result arisen from the connection relations between importance degree of service attribute, analytic network process was adopted to identify the service attribute importance degree; consequently a revised importance performance analysis came into being to determine the priority in service attribute’s improvement effectively. A maintenance service of horizontal directional drilling machine was given to demonstrate the efficiency and feasibility of the revised method. The results show that the revised importance performance analysis is consistent with objective situation, which can be used to better guide business decisions.
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Received: 22 March 2010
Published: 30 September 2011
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