Service Quality Evaluation Index System Research Articles

Research on the construction of a service quality evaluation system for university student dormitories based on the Delphi method

Student dormitories play a pivotal role in the daily lives of university students in China, significantly influencing their academic, residential, and developmental experiences. However, there is a lack of a standardized framework to evaluate the service quality of these dormitories. This study aimed to develop a customized service quality evaluation index system specifically for Chinese university dormitories. The Delphi method and Analytic Hierarchy Process (AHP) were employed, involving 15 experts from Chinese universities. Two rounds of expert deliberation were conducted, starting with 28 initial indicators. The expert consultations resulted in the identification of six primary and 23 secondary indicators that form the service quality evaluation system. This framework is tailored to the specific needs of Chinese university dormitories and provides a solid technical foundation for future evaluations. It is expected to contribute to the improvement of dormitory management practices across China.

A novel q-rung orthopair fuzzy best-worst method, Shannon entropy and MARCOS method for mobile medical app service quality evaluation

In this study, we propose a new hybrid multi-criteria decision-making (MCDM) methodology based on q-rung orthopair fuzzy sets (q-ROFSs) by integrating best-worst method (BWM), Shannon entropy method (SEM) and measurement of alternatives and ranking according to compromise solution (MARCOS). The methodology consists of two main phases: weight determination and alternative ranking. Firstly, the determination of the weight is mainly from both subjective and objective aspects. To determine the subjective weights, we propose a q-rung orthopair fuzzy best-worst method (q-ROF-BWM) satisfying additive consistency, which requires fewer comparisons for more reliable results, and define a new consistency ratio (CR) to test the consistency of comparisons. Additionally, objective weights are obtained using SEM extended to q-ROFSs, which are ignored by many MCDM methods. In the second stage, a new integrated alternative ranking approach called q-ROF-MARCOS is proposed, which does not become more complex with the increase in the number of criteria or alternatives. Finally, the proposed method is applied to the evaluation problem of mobile medical app service quality, and a new mobile medical app service quality evaluation index system based on SERVQUAL model is established. Sensitivity and comparative analysis validate the method’s effectiveness, rationality, superiority, and robustness.

A Study on the Application of Service Design Thinking in Enhancing User Experience in Digital Villages - Based on KANO-AHP Modeling

Abstract Based on the KANO model, this paper identifies 27 basic demand items of digital rural services under service design thinking and constructs a rural digital service quality evaluation index system. At the same time, to determine the size of the impact of different demand items on the user’s satisfaction, the weights of all demand items are calculated using the improved AHP hierarchical analysis method. Finally, an empirical analysis is carried out to estimate the overall satisfaction of users based on the evaluation system, on the basis of which the service quality expectations and perceptions are compared respectively. The service quality is evaluated by using the theory of difference in expectations. A regression analysis is also carried out on the relationship between service quality and user satisfaction to explore the degree of influence of service design thinking on digital rural services. The results show that the overall satisfaction is between (3.8 and 4.2), and the mean difference in perceived expectation for each dimension is between −0.46 and −0.276. None of the p-values are significant. This study enriches the research theories and research methods in the field of service design thinking and digital village services and provides theoretical references and methods for subsequent analyses.

Comparative Analysis and Construction of Evaluation Indexes of Civil Aviation Service Quality

Scientific and effective evaluation of civil aviation service quality is of great significance to improve customer satisfaction and the main competitiveness of civil aviation enterprises. In combination with the core ideas of the service quality model, this paper compares and analyzes the service quality evaluation process of airports and airlines from the two dimensions of service contents and evaluation indexes on the basis of literature arrangement and summary. Based on the SERVQUAL model and the "China Civil Airport Service Quality Evaluation Index System", the related contents of the system is appropriately revised combined with the characteristics of airport and airline services. To this end, the service quality evaluation indexes of airports and airlines are respectively built. The research shows that there are indeed some differences in five dimensions of evaluation indexes between airports focusing on ground services and airlines responsible for in-flight services. Only when scientific and reasonable evaluation index system for the quality of civil aviation transportation services is established for evaluation in line with the characteristics of civil aviation transportation services in the two scenarios, can the overall service level of passenger transportation in civil aviation industry be upgraded to achieve the high-quality development of civil aviation transportation industry in China.

Research on service quality evaluation of medical caring and nursing combined institutions for the aged based on interval MTS-grey cloud clustering

The lack of a scientific and complete service quality evaluation system for Medical Caring and Nursing Combined Institutions for the Aged is a critical factor that makes it difficult to improve the quality of their services. Based on the SERVQUAL model, the service quality evaluation index system of Medical Caring and Nursing Combined Institutions for the Aged is constructed from tangibles, security, reliability, responsiveness, and empathy. Considering the ambiguity, randomness, grey characteristics, and the interaction between indicators in the service evaluation process of Medical Caring and Nursing Combined Institutions for the Aged, the interval Mahalanobis-Taguchi system (MTS) is introduced into the grey cloud clustering model, and a service quality evaluation model of the interval MTS— grey cloud clustering is proposed. The Medical Caring and Nursing Combined Institutions for the Aged in four typical cities of Jiangsu Province are taken as examples in this study. Feasibility of the proposed method is verified, and targeted measures are thus proposed to provide stronger support and reference for improving the service quality of these institutions.

Numerical Analysis and Service Quality Evaluation of the Fresh Agricultural Produce Supply Chain Platform

The traditional performance evaluation method, which is mainly based on financial indexes, is no longer applicable to the current dynamic, complex, and coordinated evaluation of the service quality of fresh agricultural produce supply chains. Comprehensive evaluations regarding the quality of coordination-based supply chain services are now required. Specific analyses of index weights, the identification of potential problems, the exploration of the best solutions, and efforts to improve the current situation—regarding the circulation of fresh agricultural products—are also required. By carrying out this research, this paper aims to construct a coordination-based service quality evaluation index system for the fresh agricultural produce supply chain platform. The evaluation system that was created covered the four dimensions involved in platform supply chain coordination. These dimensions are capital flow, logistics, business flow, and information flow. On this basis, this study designed a survey questionnaire to collect data to evaluate customer service quality satisfaction. The research used AHP and the Fuzzy Comprehensive Evaluation method to calculate and analyze indexes and models in the “Fresh Networking” project. Furthermore, this paper proposed a sensitivity analysis model of MCDM evaluation indexes and their weights. In order to verify whether the numerical analysis method was suitable for use in the MCDM evaluation system, in this paper, the sensitivity analysis process of the indexes and their weights was introduced in the evaluation of the “Fresh Networking” project. The evaluation results may reflect the real quality of service in the “Fresh Network” supply chain. The final conclusion to be drawn from this paper is that capital flow is the most sensitive weight, which means that it should be designed and implemented in accordance with optimization-based decisions. The novelty of this paper lies in: (1) the proposal of a coordination-based service quality evaluation index system which includes four dimensions: capital flow, logistics, business flow, and information flow; (2) the design of a research questionnaire for data collection; and (3) the introduction of an improved sensitivity analysis method for the MCDM index. The results presented in this paper will enrich the theoretical research related to MCDM in supply chain evaluations. The results of the analysis can be used to guide supply chain decision makers to make optimization decisions accordingly, which will ensure overall benefits in terms of supply chain coordination, improving the capacity of preservation services, and loss reduction.

Research on Innovative Design of railway passenger service

In order to improve the quality of railway passenger service, the quality of railway passenger service is investigated through field investigation and questionnaire survey, the evaluation index system of railway passenger service quality is established, and the Delphi method is used to screen important service quality evaluation indicators, The model of railway passenger service quality evaluation is established by Delphi method and analytic hierarchy process based on passenger perception, the top five indicators in the weight ranking in the station service quality evaluation index system can show the importance of the station environment in improving the quality of passenger service. On this basis, 1088 valid questionnaires on the addition of lifting stools in station waiting halls were analyzed. The results show that most passengers are concerned about the comfort of the renovated seats and the safety of luggage storage, and the innovative design of the lifting stool greatly improves the space utilization of the waiting hall when improving the railway passenger service.

Research on Logistics Service Assessment for Smart City: A Users’ Review Sentiment Analysis Approach

The innovative development of logistics has become a powerful starting point and strong support for the construction of smart cities. An accurate evaluation of logistics service quality can promote intelligent transformation, and upgrading logistics enterprises can improve the urban public service infrastructure. In this study, we propose a logistics service quality evaluation model based on a combination of sentiment analysis technology and a traditional index evaluation system. With the help of sentiment analysis technology, the model focuses on extracting the sentiment characteristics of logistics service quality from user reviews and analyzing user attitudes from different aspects. We designed a new logistics service quality evaluation index system by improving the SERVQUAL model. The system uses sentiment analysis technology to explore evaluation content through feature extraction and builds relations between the evaluation content and indices. Additionally, we use sentiment orientation analysis with different indices to comprehensively evaluate service quality. The experimental analysis shows that the proposed model and algorithm have high accuracy.

The Construction of Agricultural Production Trusteeship Service Quality Evaluation Index System based on Farmers' Perception

At present, the problem of poor land utilization, reduced land production, and land desolation frequently happens in China's rural areas. As a new form of agricultural socialization service, agricultural production trusteeship can help farmers increase production and income, ensure food safety, and promote the organic connection between small farmers and modern agriculture. However, China's agricultural production trusteeship is still at a preliminary stage, and there are still certain shortcomings in terms of service quality and other aspects. To improve the service quality of agricultural production trusteeship, this paper constructs an evaluation system based on farmers' perceptions, combining Ridit analysis and multiplication scale method, with farmers' perceived service quality as the target, and six first-level indicators of plowing service, planting service, prevention service, harvesting service, selling service and complaint and risk handling, and puts forward relevant policy and suggestions for the high-quality development of agricultural production trusteeship.

Research on the identification of medical service quality factors: based on a data-driven method

PurposeThe purpose of this study is to identify medical service quality factors that patients care about and establish a medical service quality evaluation index system by analyzing online reviews of medical and healthcare service platforms in combination with a questionnaire survey.Design/methodology/approachThis study adopts a combination of review mining and questionnaire surveys. The latent Dirichlet allocation (LDA) model was used to mine hospital reviews on the medical and healthcare service platform to obtain the medical service quality factors that patients pay attention to, and then the questionnaire was administered to obtain the relative importance of these factors to patients' perception of service quality. Finally, the index system was established.FindingsThe medical service quality factors patients care about include medical skills and ethics, registration service, operation effect, consulting communication, drug therapy, diagnosis process and medical equipment.Research limitations/implicationsThe identification of medical service quality factors provides a reference for medical institutions to improve their medical service quality.Originality/valueThis study uses online review mining to obtain medical service quality factors from the perspective of patients, which is different from previous methods of obtaining factors from relevant literature or expert judgments; then, based on the mining results, a medical service quality evaluation index system is established by using questionnaire data.

Research on the Customer Service Quality Evaluation of Platform-based Online Shopping

The improvement of the customer service quality of the shopping platform is multi-faceted and long-term realization. To improve the user's satisfaction with the platform, accumulate a large number of loyal customers, and enhance the sustainable development of the platform can improve the competitiveness in the fiercely competitive e-commerce platform. Sustainability for the development of the enterprise requires a high degree of attention. Taking Pinduoduo as an example, this paper constructs a customer service quality evaluation index system for platform-based online shopping.

The Application of Adaptive Operation Decision Technology and Optimization Algorithm Model of Smart Supply Chain Oriented to the Internet of Things

The supply chain is composed of parties that directly or indirectly fulfill customer needs, including not only manufacturers and suppliers, but also transporters, warehouses, retailers, and even customers themselves. The supply chain includes all functions to accept and meet customer needs. This article aims to study the application of intelligence based on the Internet of Things in supply chain adaptive operation decision technology and optimization algorithm models. This paper proposes a supply chain information system based on the Internet of Things technology, operational decision-making model algorithms, Web service technology and information management and support systems, multi-level structure model construction of port logistics supply chains, collaborative supply chain theory and models, and port supply under the Internet of Things Chain service quality evaluation index system, and then analyze the working capital management status and inventory decision value of the production link to explore the application research of the Internet of Things applied to the supply chain decision-making technology. This paper uses 14 standard calculation formulas, and the final experimental results show that through the use of a supply chain information system based on the Internet of Things technology, the supply chain operation decision-making technology can operate efficiently.

Research on Service Quality Evaluation Model of Medical Institutions Based on Dempster-Shafer Evidence Theory— Taking Jiangsu Province, China as an Example

From the perspective of patients and medical insurance agencies, the paper used the fuzzy rough set method to select the indexes and established the service quality evaluation index system of medical institutions. Using Dempster-Shafer evidence theory to synthesize the subjective weights and the objective weights, the combined weights of the evaluation indexes were obtained. Combining grey relational analysis and Dempster-Shafer evidence theory to establish a regional medical service level evaluation model in an asymmetric environment. The model can accurately identify the quality of medical service in various regions. We can compare and analyze the service quality of medical institutions in various regions from different dimensions, and provide a theoretical basis for each region to formulate policies related to the rational allocation of medical resources.

Evaluation of crowdsourcing logistics service quality based on entropy weight method and analytic hierarchy process

Crowdsourcing logistics mode is the product of sharing economy by integrating idle resources to reduce the operating cost and improve the efficiency of enterprises. Taking the service quality of crowdsourcing logistics as the research object, this paper analyzes the key influencing factors of the service quality of crowdsourcing logistics, and constructs a crowdsourcing logistics service quality evaluation index system with 4 first level indicators and 15 second level indicators. At the same time, by using AHP and entropy weight method, The paper select dada and Renren express to evaluate their service quality. Through the case analysis of the two express companies’ service quality, the paper draw the conclusion that safety is still the most concerned factor in the evaluation of crowdsourcing logistics service quality at this stage.

Service Quality Evaluation Method of City Shared Bicycles Based on SERVQUAL Model

Bicycle sharing is an effective way to solve the problem of residents’ last mile travel. Based on the SERVQUAL model. Build a service quality evaluation index system and evaluation model for shared bicycles. Taking Harbin’s bicycle as an example, the quantitative evaluation of the service quality of shared bicycles was carried out, and the existing problems of the service quality of shared bicycles were identified and targeted improvement strategies were proposed. The research results can provide a scientific basis for improving the quality of city shared bicycle services.

Service evaluation through FH‐entropy method: A framework for the elderly care station

AbstractThe elderly care station is a new concept, which is the terminal service institution of the home‐based elderly care system in Beijing. Because its supervision of service quality (SQ) is not standardized and its current subsidy is irrelevant to SQ, this paper provides a framework for an evaluation system of the elderly care station. An SQ evaluation index system for the elderly care station is designed according to the service and construction standards. A fuzzy hierarchical entropy method is then used to identify the weights such that the calculation steps are reduced and the decision‐making process is more objective. Based on that, a fuzzy comprehensive evaluation model is established. For integrating the SQ and service quantity provided by stations, a quality‐quantity quadrant model is proposed, which is used to discover the stations or operators with adequate SQ and service quantity to subsidy and the inadequate to give priority attention and rectification by quantifying and visualizing the service situation of all stations and their operators. Meanwhile, we conduct an empirical analysis by using the data of one station.

An evaluation method of government micro-blogging service quality based on user behavior analysis

As a new channel and way for the government to provide public services, how to accurately evaluate the service quality is the key to its healthy and rapid development. The government micro-blogging service quality evaluation index system is constructed and the calculation methods of the evaluation indexes are given in this paper. It contains four dimensions, namely, government micro-blogging construction quality, government micro-blogging functional service, user interaction behaviour and benefit-cost. On this basis, an evaluation process and method of government micro-blogging service quality that integrates subjective and objective indexes is proposed based on the idea of fuzzy comprehensive evaluation in this paper.

Research on Sharing Bicycle Service Quality Evaluation Based on Improved IPA

With the gradual implementation of the standardization and remediation measures of the sharing bicycle market, it is increasingly important for sharing bicycle platform to maintain a competitive advantage by improving service quality. Taking the campus sharing bicycle as the research object, used exploratory factor analysis method to further improve the evaluation indicators through the physical design of the bicycle body and the safety factors of the riding process, and finally established a service quality evaluation index system of 5 dimensions and 20 factors based on SERVQUAL scale. Taking Wuhan University as an example, the Weizhao Deng’s partial correlation coefficient method is used to analyze the improved IPA model, and the priority of the improved factors is refined. On this basis, some suggestions are provided for improving the quality of sharing bicycles services.

Discrete Hopfield Neural Networks for Evaluating Service Quality of Public Transit

In this paper, we present Discrete Hopfield neural networks (DHNN) for evaluation service quality of public transit. First, we proposed an ideal service quality evaluation index system of public transit. Then, the survey conducted as a support to the study was realized in the winter of 2012 from Oct 8 to Oct 15 in the city of Nanjing. At last, the validity of the proposed methodology has been confirmed by the experimental results of 5 bus routes chosen at random. The results show that it is essential to capture more detailed information about service quality of public transit from passenger perceptions with DHNN.

The Building Research of Dairy Products Logistics Service Quality Evaluation Index System

Dairy products logistics service quality directly affect the quality of dairy products, this article first from management level, advanced technical equipment, warehousing and distribution quality, cost economy four aspects put forward the preliminary evaluation of dairy products logistics service quality, then through questionnaire survey to judge the proposed initial indicators of evaluation, through the analysis of the membership degree and the important degree of initial index screening optimization, get a more scientific and reasonable evaluation index system, lay a solid foundation for the objective evaluation of the dairy products logistics service quality.