某大型餐廳就餐滿意度評價模型及應用

信息計算科學論文編號:XXLW026 論文字數:8998,頁數:22

目  錄

中文摘要..........................................................................I
英文摘要.........................................................................II
目錄............................................................................III
    前言..................................................................1
    模糊綜合評判..........................................................2
 2.1模糊綜合評判的基本原理...................................................2
 2.2模糊綜合評判的優缺點.....................................................2
 2.3模糊綜合評判的基本步驟...................................................3
 2.3.1確定評價因素和評價等級.............................................3
 2.3.2構造評價矩陣和評價指標權重的確立...................................3
 2.3.3模糊合成...........................................................3
    就餐滿意度建模........................................................5
 3.1   模型假設..........................................................5
 3.2   滿意度評價指標體系和評價集........................................5
 3.3   指標權重的測定....................................................7
 3.4   就餐滿意度綜合評價計算...........................................12
 3.5   結果分析.........................................................13
第四章      模型的應用建議.......................................................14
致謝.............................................................................16
參考文獻.........................................................................17
附錄.............................................................................18

 摘   要
 通過對高校學生在食堂的食物和服務兩方面的問卷調查,在影響學生就餐滿意度的諸多因素的基礎上，構建模糊綜合評價模型來處理就餐滿意度的實際問題。在眾多學者研究的基礎上，本文選取了“食物滿意度”和“服務滿意度”兩類總共9個因素指標建立因素集，以“很滿意”、“滿意”、“一般”、“不太滿意”和“不滿意”五個評語建立評判集（評語集）。應用模糊綜合評判的方法，對數據進行統計分析和歸一化處理后，得到各一級指標和總目標的權重以及評判矩陣。在此基礎上進行就餐滿意度模型的最終求解和評判。然后得出模型結論，學校三個食堂的滿意度相差無幾。最后本文提出了一些應用建議。
關鍵詞：模糊綜合評判  高校食堂  就餐滿意度  評判矩陣  就餐模型應用

Abstract
 Through the survey of college canteen in both of food and survice,based on many factors of affect the student dining satisfacting, construction of the fuzzy comprehensive eva luation method to deal with the practical problems of dining satisfaction. On the basis of many scholars ,this paper selects the "food satisfaction" and "service satisfaction," a total of nine factors of this two types of indicators to establish factors set,  by "very satisfied" or "satisfied", "general", "not satisfied" and "unsatisfactory" five reviews to set a eva luation. Application for the fuzzy comprehensive eva luation method, after analysis of the data and normalized ,has been get the level indicators and the weight of overall goal and the eva luation matrix. Based on this model of dining satisfacting,to solve the problem. Then ，you get the conclusion of model is that satisfaction of the three school canteen are almost the same.Finally, some applications of the proposed are to be given.

Keywords: fuzzy comprehensive eva luation   College canteen   degree of dining satisfaction 
eva luation matrix   application of dining model