Abstract
Property service quality (PSQ) evaluation is the key means of property management. Traditional PSQ evaluation is usually based on the rational hypothesis of the evaluators. The evaluators’ behaviour with bounded rationality is more in line with the characteristics of modern PSQ evaluation practice. At this point, evaluation information is usually incomplete information and heterogeneous data. The existing LINMAP methods have the ability to process incomplete information and heterogeneous information, but cannot adapt to evaluation information processing under bounded rational behaviour. As one of the major achievements of behavioural economics, prospect theory can explain people’s bounded behaviour when making decisions. The purpose of this paper was to develop a linear programming technique for multidimensional analysis of preference (LINMAP) model based on prospect theory for modern PSQ evaluation. First, a data preprocessing method was designed by referring to the TOPSIS method. Then, the value function was used to construct the dominance matrix, and the LINMAP model based on prospect theory was constructed. Finally, all alternatives were ranked in order according to overall performance value, which was solved by the LINMAP model. The feasibility and effectiveness of the proposed method were demonstrated by example analysis. Based on the evaluation results of PSQ of public projects, the important items and excellent property service projects and their reasons were determined, and some suggestions were proposed to improve PSQ.
Highlights
With the popularization of new public service theory, service quality evaluation based on public products has become the basic means of public service management
The research goals of this paper are as follows: (1) It is necessary to propose a normalized data processing method for heterogeneous information that is consistent with the LINMAP model; (2) it is necessary to construct the LINMAP model based on prospect theory under the condition of bounded rationality of decision makers; (3) it is necessary to design a property service quality (PSQ) evaluation method for the characteristics of incomplete evaluation information, heterogeneous evaluation information and evaluation information based on the bounded rationality of evaluators; and (4) the feasibility and effectiveness of the LINMAP model based on prospect theory need to be verified
WORK According to the requirements of the hypothesis of bounded rationality of evaluators, this paper proposes a LINMAP model based on prospect theory for heterogeneity and incomplete information processing and designs a new PSQ evaluation method
Summary
With the popularization of new public service theory, service quality evaluation based on public products has become the basic means of public service management. As the size of the Chinese economy continues to grow, the Chinese government began to advocate "high-quality development" in October 2017. In March 2021, the Chinese government promulgated the "National Basic Public Service Standards", which marked the transformation of public service management from emphasizing quantity to emphasizing quality. In June 2021, the Chinese government decided to support Zhejiang Province in building a highquality development demonstration zone with the basic goal of achieving common prosperity. The property service industry needs high-quality development. Research on public property service quality (PSQ) has important theoretical and practical significance
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