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題名：服務品質缺口模式模糊數值分析
作者：簡正儒
作者(外文)：Cheng-Ju Chien
校院名稱：國立中山大學
系所名稱：企業管理學系研究所
指導教授：盧淵源
學位類別：博士
出版日期：2001
主題關鍵詞：可能性理論；模糊數值；模糊理論；服務品質；缺口模式；possibility theory；fuzzy number；fuzzy theory；gap model；service quality
原始連結：連回原系統網址new window
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本研究透過口語化資料、模糊集成運算，以及模糊清楚化過程分析服務品質缺口，並提出三種將服務品質轉換為模糊數值的方法：第一種方法為口語化的模糊數值法，此可將一般性的服務品質問卷評量依此法轉換；第二種方法是引進期望容忍區間的觀點，依Parasuraman, Zeithaml and Berry(1994)所提出三行模式方式轉換為對應的期望模糊隸屬函數與績效認知模糊隸屬函數進行模糊運算，第三種方法則針對服務屬性期望部份，依理想點與期望點的限制將服務屬性區分成五種類別，並建構此五種屬性類別基本模式的適當期望模糊隸屬函數。模糊數值分析中兩個模糊數值的比較係利用模糊集成運算後比例數分配的平均數判斷屬性優劣勢，利用兩個模糊集合不相容性的模糊清楚化方法判斷差異程度，並建構16種兩個模糊集合有意義的組合類型，以使模糊數值方法分析服務品質缺口更具完整性。
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