| 汽车维修服务质量的评价研究 |
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| 引用本文： | 黄会明,倪勇.汽车维修服务质量的评价研究[J].温州职业技术学院学报,2010,10(2):53-56. |
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| 作者姓名： | 黄会明 倪勇 |
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| 作者单位： | 浙江机电职业技术学院,电子信息工程系,杭州,310053 |
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| 基金项目： | 浙江省高等学校优秀青年教师资助计划项目 |
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| 摘 要： | 由于汽车维修服务企业的服务等级与质量信誉的确定缺乏合理、科学的评价体系，因而需要建立一套科学、合理的汽车维修服务质量评价体系。通过问卷调查获得测评数据，运用主成分分析法对测评数据进行处理，求得各主成分和综合因子得分，进行定量评价；再运用聚类分析法中的可变类平均法对汽车服务质量进行定性分析，并确定服务质量等级。应用实例表明，将定量评价与定性分析相结合，可使评价结果更加客观、可信。
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| 关 键 词： | 汽车维修 服务质量 评价指标体系 主成分分析 聚类分析 |
An Evaluation Research on Automobile Maintainance Quality HUANG |
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| HUANG Huiming,NI Yong.An Evaluation Research on Automobile Maintainance Quality HUANG[J].Journal of Wenzhou Vocational & Technical College,2010,10(2):53-56. |
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| Authors: | HUANG Huiming NI Yong |
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| Institution: | (Electronic Information Engineering Department, Zhejiang Vocational and Technical College of Mechanism and Electron, Hangzhou, 310053, China) |
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| Abstract: | Due to the lack of a rational and scientific evaluation system on the service grade and quality credit of automobile maintainance industry, it is important to set up a rational and scientific quality evaluation system of automobile maintainance. The testing data is obtained through a questionaire and then it is handled by applying the principal component analysis to get the principal component and comprehensive factor scores and make a qualitiative evalustion. After that, the variable types of the law of system cluster analysis is applied to make a qualitative analysis and determine the service grade. It shows that a combination of quantitative evaluation and qualitative analysis will contribute to a more objective and reliable evaluation. |
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| Keywords: | Automobile maintainance Service quality Evaluation index system Principal component analysis System cluster analysis |
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