Abstract
After-sale services is the prolongation of enterprise's production activity. Quality of after-sale services affects on enterprise's credit standing in market and potential clients. Scientific and reasonable evaluation of service after sale benefits the improving of service quality. The main factors that affect after-sale services evaluation were analyzed. To avoid the effect of individual subjective judgment and favoritism on the result of after-sale services evaluation, a method of after-sale services evaluation based on analytic hierarchy process (AHP) and fuzzy comprehensive evaluation (FCE) was proposed. The AHP was used to determine the weight of each evaluating index, and the FCE method was applied to the information processing of after-sale services evaluation. After that, the FCE mode of after-sale services was established. Based on the theoretical research, the after-sale services of a numerical control machine manufacture corporation were evaluated. Results showed that it was reasonable and credible to evaluate after-sale services with AHP and FCE.
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