臺灣人文及社會科學引文索引資料庫系統

:::

詳目顯示

回上一頁
第 1 筆 / 總合 1 筆   第一頁 上一頁 下一頁 最後一頁
/1頁
題名：以模糊積分為基礎的模式評估服務品質
作者：蔡惠華
作者(外文)：Hui-Hua Tsai
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：2002
主題關鍵詞：Choquet integral；模糊數值；三行模式；服務品質；service quality；Choquet integral；three-column format；fuzzy number
原始連結：連回原系統網址new window
相關次數：
  • 被引用次數被引用次數:期刊(0) 博士論文(1) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:0
  • 共同引用共同引用:0
  • 點閱點閱:282
摘要
標準的Choquet integral 一般的輸入、輸出值皆是實數。當欲評估的事實與模糊評估值皆涉及口語化術語，在準則間資訊混合考量下，本論文提出一個以模糊數值為基礎的Choquet integral整合口語化的資訊。這個以模糊數值為基礎的Choquet integral是正常的Choquet integral一般化擴充，可處理區間數值或模糊數值型態的評估事實與模糊評估值。本論文藉著探討Choquet integral與模糊數值為基礎的Choquet integral 相關性質，將標準的Choquet integral 延伸至以模糊數值為基礎的Choquet integral，其運算方式可經由本論文推演而得。
結合口語術語與心理學相容性，並考量準則間的混合資訊，模糊數值與模糊數值為基礎的Choquet integral被引進評估服務品質在SERVQUAL三行模式條件下。
最後，本論文以一個數值的例子示範說明這個以模糊數值為基礎的Choquet integral，及其二階段整合程序如何在服務品質三行模式條件下，對電子商店的服務績效進行評比。
Considering measurable evidence and fuzzy measures that involve linguistic terms, this thesis proposes a fuzzy-number based Choquet integral to aggregate linguistic information when information fusion between criteria is considered. The proposed fuzzy-number based Choquet integral is a generalization of a standard Choquet integral that can cope with interval-number or fuzzy-number types of measurable evidence and fuzzy measures. Furthermore, by investigating the related characteristics of the Choquet integral and the fuzzy-number based Choquet integral, the operation process of the fuzzy-number based Choquet integral is clarified in this thesis.
Combining linguistic terms and the compatibility of psychology, fuzzy numbers and the fuzzy-number based Choquet integral, when information fusion between criteria is considered, are introduced into evaluating service quality and aggregating information in three-column format of SERVQUAL.
Finally, a numerical example, regarding the comparison of overall service performance between e-stores, is demonstrated to illustrate how the fuzzy-number based Choquet integral and its two-stage aggregation process operate in three-column format of SERVQUAL for evaluating service quality.
REFERENCES
Angelides, M.C. 1997. Implementing the Internet for business: A global marketing opportunity. International Journal of Information Management, 17(6): 405-419.
Atkinson, K.E. 1992. Elementary Numerical Analysis, John Wiley & Sons.
Auephanwiriyahul, S. J. and M. Keller, P.D. Gade. 2002. Generalized Choquet fuzzy integral fusion. Information Fusion, 3: 69-85.
Bojadziev, G. and M. Bojadziev. 1997. Fuzzy Logic for Business, Finance, and Management, World Scientific, New Jersey.
Brown, T.J., G.A. Churchill, Jr., and J.P. Peter. 1993. Research note: improving the measurement of service quality. Journal of Retailing, 69(1): 127-139.new window
Carman, J.M. 1990. Consumer perceptions of service quality: An assessment of SERVQUAL dimensions. Journal of Retailing, 66(1): 33-55.new window
Caruana, A., M.T. Ewing, and B. Ramaseshan. 2000. Assessement of the Three-Column Format SERVQUAL: An Experimental Approach. Journal of Business Research, 49: 57-65.
Chang, Y.H. and C.H. Yeh. 2002. A survey analysis of service quality for domestic airlines. European Journal of Operation Research, 139: 166-177.
Chen,L.H. and T.W. Chiou. 1999. A fuzzy credit-rating approach for commercial loans: a Taiwan case. Omega, 27: 407-419.
Chen,T.Y., H.L. Chang, and G.H. Tzeng. 2002. Using fuzzy measures and habitual domains to analyze the public attitude and apply to the gas taxi policy. European Journal of Operational Research, 137: 145-161.
Chen, T.Y. and J.C. Wang. 2001. Identification of -fuzzy measures using sampling design and genetic algorithms. Fuzzy Sets and Systems, 123: 321-341.
Chen,Y.W. and G.H. Tzeng. 2001. Using fuzzy integral for evaluating subjectively perceived travel costs in a traffic assignment model. European Journal of Operational Research, 130: 653-664.
Chien,C.L. 2001. Fuzzy Numbers Applied in the Conceptual Gap Model, Ph.D. Thesis, Graduate Institute of Business Administration, National Sun Yat-Sen University, Taiwan.
Chien, C.L. and H.H. Tsai. 2000. Using fuzzy numbers to evaluate perceived service quality. Fuzzy Sets and Systems, 116: 289-300.
Chiang, J.H. 2000. Aggregating membership values by a Choquet-fuzzy-integral based operator. Fuzzy Sets and Systems, 114: 367-375.
Cockburn, C. and T. Wilson. 1996. Business use of the World-Wide Web. International Journal of Information Management, 16(2): 83-102.
Dabholkar, P.A., D.I. Thorpe, and J.O. Rentz. 1996. A measure of service quality for retail stores: scale development and validation. Journal of the Academy of Marketing Science, 24 (1): 3-16.new window
December, J. and N. Randall. 1994. The World Wide Web Unleased, Sams Publishing, Indiana.
Delgado, M., F. Herrera, E. Herrera-Viedma, and L. Martnez. 1998. Combining numerical and linguistic information in group decision making. Journal of information sciences, 107: 177-194.
Deved i , G.B. and E. Pap. 1999. Multicriteria-multistages linguistic evaluation and ranking of machine tools. Fuzzy Sets and Systems, 102: 451-461.
Devlin, S.J., H.K. Dong, and M. Brown. 1993. Selecting a scale for measuring quality. Marketing Research, 5(3): 12-17.
Dubios, D. and H.Prade. 1980. Fuzzy Sets and Systems－Theory and Applications, Academic Press, Inc., New York.
Grabisch, M., T. Murofushi, and M.Sugeno. 2000. Fuzzy Measures and Integrals, Physica-Verlag, New York.
Hansen, H.R. 1995. Conceptual framework and guidelines for the implementation of mass information systems. Information & Management, 28(2): 125-142.
Hellofs, L.L. and R. Jacobson. 1999. Market share and customers'' perception of quality: When can firms grow their way to higher versus lower quality? Journal of Marketing, 63(1): 16-25.new window
Honeycutst, Jr. E.D., T.B. Flasherty, and K. Benassi. 1998. Marketing industrial products on the Internet. Industrial Marketing Management, 27: 63-72.
Ishii,K. and M. Sugeno. 1985. A model of human evaluation process using fuzzy measure. International Journal of Machine Studies, 22: 19-38.
Kettinger, W.J. and C.C. Lee. 1994. Perceived service quality and user satisfaction with the information services function. Decision Sciences, 25(5): 737-766.
Kettinger, W.J. and C.C. Lee. 1997. Paragmatic perspectives on the measurement of information systems service quality. MIS Quarterly, 21(2): 223-240.
Klir,G.J. and B. Yuan. 1995. Fuzzy Sets and Fuzzy Logic Theory and Applications, Prentice-Hall International, Inc., New Jersey.
Klir,G.J., Z. Wang, and D. Harmanec. 1997. Constructing fuzzy measures in expert systems. Fuzzy Sets and Systems, 92: 251-264.
Lapierre,J., P. Filiatrault, and J. Perrien, 1996. Research on service quality evaluation: evolution and methodological issues. Journal of Retailing and Consumer Services, 3(2): 91-98.
Lee, C.L., L.C. Liu, and G.H. Tzeng. 2001. Hierarchical fuzzy integral evaluation approach for vocational education performance: Case of junior colleges in Taiwan. International Journal of Fuzzy Systems, 3(3): 476-485.
Lewis, R.C. and B.H. Booms. 1983. The marketing aspects of service quality: in Emerging Perspectives on Services Marketing, L.Berry, G. Shostack, and G. Upah, eds., Chicago: American Marketing, 99-107.
Lindroos, K. 1997. Use quality and the World Wide Web. Information and Software Technology, 39: 827-836.
Liu, C., K.P. Arnett, L. Capella, and B. Beatty. 1997. Web sites of the Fortune 500 companies: facing customers through home pages. Information and Management, 31(1): 335-345.new window
Liu,Y. and E.E. Kerre. 1998. An overview of fuzzy quantifiers. (I). Interpretations. Fuzzy Sets and Systems, 95: 1-21.
Murofushi, T. and M. Sugeno. 1989. An interpretation of fuzzy measures and the Choquet integral as an integral with respect to a fuzzy measure. Fuzzy Sets and Systems, 29: 201-227.
Nath, R., M. Akmanligil, K. Hjelm, T. Sakaguchi, and M. Schultz. 1998. Electronic commerce and the Internet: Issues, problems, and perspectives. International Journal of Information Management, 18(2): 91-101.
Nel, D., R. Van Niekerk, J.P. Berhon, and T. Davies. 1999. Going with the flow: web sites and customer involvement, Internet Research: Electronic Networking Application Policy, 9: 109-116.
Neter,J., M.H. Kutner, C.J. Nachtsheim, and W. Wasserman. 1996. Applied Linear Statistical Models, IRWIN.
Parasuraman, A., V.A. Zeithaml, and L.L. Berry. 1985. A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(3): 41-50.
Parasuraman, A., V.A. Zeithaml, and L.L. Berry. 1988. SERVQUAL: a multiple-item scale for measuring consumer perception of service quality. Journal of Retailing, 64 (1): 12-40.new window
Parasuraman, A., V.A. Zeithaml, and L.L. Berry. 1994. Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic factor. Journal of Retailing, 70(3): 201-230.
Pitt, L.F., R.T. Watson, and C.B. Kavan. 1995. Service quality: A measure of information systems effectiveness. MIS Quarterly, 19(2): 173-187.
Rao, C.P. and M.M. Kelkar. 1997. Relative impact of performance and importance ratings on measurement of service quality. Journal of Professional Services Marketing, 15(2): 69-85.
Shneiderman, B. 1992. Designing the User Interface: Strategies for Effective Human-Computer Interface, Addison-Wesley, N.Y..
Sugeno, M. 1974. Theory of fuzzy integrals and its applications, Ph.D. Thesis, Tokyo Institute of Technology.
Tsai, H.H., I.Y. Lu, and C.J. Chien, The R&D strategy in an approaching saturated market with network externalities, submitted to Information Economics and Policy (Feb. 2001 received, Feb. 2002 revised, July 2002 revised).
Tsai, H.H. and I.Y. Lu, Service quality of e-stores, working paper.
Poel, D. Van den and J. Leunis. 1999. Consumer acceptance of the Internet as a channel of distribution. Journal of Business Research, 45: 249-256.
Van Dyke, T.P., L.A. Kappelman, and V.R. Prybutok. 1997. Measuring information systems service quality: Concerns on the use of the SERVQUAL questionnaire. MIS Quarterly, 21(2): 195-207.
Van Dyke, T.P., V.R. Prybutok, and L.A. Kappelman. 1999. Cautions on the use of the SERVQUAL measure to access the quality of information systems services. Decision Sciences 30(3): 877-891.
Wang, J. and Z. Wang. 1997. Using neural networks to determine Sugeno measures by statistics. Neural Networks, 10(1): 183-195.new window
Wang, Z. and G. J. Klir. 1992. Fuzzy Measure Theory, Plenum Publishing Corporation, New York.
Watson, R.T., L.F. Pitt, and C.B. Kavan. 1998. Measuring systems service quality: Lessons from two longitudinal case studies. MIS Quarterly, 22(1): 61-79.new window
Wu, C., D. Zhang, C. Guo, and C. Wu. 1998. Fuzzy number fuzzy measures and fuzzy integrals. (I). Fuzzy integrals of functions with respect to fuzzy number fuzzy measures. Fuzzy Sets and Systems, 98: 355-360.
Yager, R.R. and J. Kacprzyk. 1996. Quantifier guided aggregation using OWA operators. International Journal of Intelligent Systems, 11: 49-73.
Yager, R.R. and D. P. Filev. 1994. Essentials of Fuzzy Modeling and Control, John Willey & Sons, Inc., New York.
Yager, R.R. 1999. Criteria aggregations functions using fuzzy measures and the Choquet integral. International Journal of Fuzzy Systems, 1 (2): 96-112.new window
Zeithaml, V.A. 1988. Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52: 2-22.
Zeithaml, V.A., L.L. Berry, and A. Parasuraman. 1993. The nature and determinants of customer expectations of service. Journal of Academy of Marketing Science, 21(1): 1-12.new window
Z t nyi, T. 1988. Fuzzy sets in psychology, North-Holland, Amsterdam.
Zimmermann, H.J. 1986. Fuzzy Set Theory - and Its Applications, Kluwer-Nijhoff Publishing, Boston.
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
QR Code
QRCODE

臺灣人文及社會科學引文索引資料庫

目前上線人數：495（臺灣：477，外國：18） ／ 本年度總使用人次：2581353 ／ 訪客人次（自102年09月）：68389562
國家圖書館著作權聲明 Copyright © 2013 All rights reserved.
本館地址: 100201臺北市中山南路20號． 本館地圖及交通資訊．
總機：(02)23619132．最佳瀏覽解析度為1024x768以上