| 装备售后技术服务质量模糊层次评估模型 |
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| 引用本文： | 崔毅勇,崔晨,苏建勇.装备售后技术服务质量模糊层次评估模型[J].空军工程大学学报,2009,10(6):19-22. |
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| 作者姓名： | 崔毅勇 崔晨 苏建勇 |
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| 作者单位： | 崔毅勇(北京航空工程技术研究中心,北京,100076);崔晨(北方工业大学,信息工程学院,北京,100043);苏建勇(空军飞行试验训练基地,河北,沧州,061000) |
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| 基金项目： | 国防预研基金资助项目 |
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| 摘 要： | 装备售后技术服务是装备正常使用的重要条件,服务质量评估是保证和提高售后技术服务质量的重要手段.以装备使用和维修保障需要为目标,通过对装备售后技术服务内容和服务质量因素分析,建立了评估指标体系及其层次结构,应用层次分析法确定评估指标权重,以模糊评估理论实施评估,从而建立了评估模型,并对其进行信度和效度的分析.结果表明,该模型在航空装备售后技术服务质量评估工作中应用效果良好.
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| 关 键 词： | 系统工程 售后技术服务质量评估 模糊评估模型 层次分析法 |
An Evaluation Model for Materiel After-Sale Technical Service Quality Based on Fuzzy Mathematics & Analytic Hierarchy Process |
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| CUI Yi-yong,CUI Chen,SU Jian-yong.An Evaluation Model for Materiel After-Sale Technical Service Quality Based on Fuzzy Mathematics & Analytic Hierarchy Process[J].Journal of Air Force Engineering University(Natural Science Edition),2009,10(6):19-22. |
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| Authors: | CUI Yi-yong CUI Chen SU Jian-yong |
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| Institution: | 1.Beijing Aeronautical Engineering Technology Research Center, Beijing 100076, China;2. College of Information Engineering, North China University of Technology, Beijing 100043, China;3.Air Force Flight Test Training Base,Cangzhou 061000 Hebei,China |
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| Abstract: | The after-sale technical service is a vital condition of operating properly for materiel. However, how to evaluate the quality of the after-sale technical service, which has never been concerned so extensively as the consumption servicing business, now become a new subject and an important measure for assuring and improving the after-sale technical service quality. Commencing from the analysis of the contents and quality elements of the after-sale technical service for materiel, the paper builds up an evaluation index system and layer structure, and simultaneously sets up an evaluation model on the basis of Analytic Hierarchy Process and fuzzy mathematics theories. The effects of this model in application to airplanes are satisfactory |
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| Keywords: | system engineering after-sales technique service quality evaluation fuzzy mathematics evaluating model Analytic Hierarchy Process |
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