连锁零售超市服务质量的评价研究

摘要

连锁零售超市的服务质量评价是目前研究的热点，建立科学、合理的服务质量评价体系，可全面客观地揭示用户对连锁零售超市服务质量的评价。结合连锁零售超市管理的实际情况，建立由5个评价要素和25个评价指标组成的连锁零售超市服务质量评价体系，并采用AHM确定各指标权重，运用改进的TOPSIS方法进行评价，从而可为超市管理者提高和改进服务质量提供参考借鉴。%Evaluation on the service quality of retail chain supermarkets is a hot topic at present. Establish- ing a scientific and rational evaluation system of service quality can reveal the comment of customers on the service quality of retail chain supermarkets in a whole and objective way. In terms of the actual situation of retail chain supermarkets, an evaluation system of retail chain supermarket consisting of 5 evaluation elements and 22 evaluation indexes is established with AHM determining the weight of each index and the improved TOPSIS method making assessment, which provides a scientific evaluation method for the management to improve the service quality.