Grey-Clustering Evaluation Model and Its Application on Enterprises Service Quality Management

摘要

The service quality is one of most important factors to determine enterprises' sales effect and competitive strength,more and more enterprises have been recognized the importance of service quality management.So it has great significance to set up a simple and scientific evaluation model,which can execute comprehensive evaluation about the level of enterprises' service quality.This paper combined with the characteristics of quality services,constructed the service quality evaluation index system,then used grey-clustering to evaluate the level of service quality management,and validated the feasibility and scientific of this evaluation methods through an example in the end.This provided a new method or way to evaluate the level of service quality for enterprises.