收稿日期: 2016-10-19
修回日期: 2017-01-13
网络出版日期: 2017-02-20
基金资助
本文系国家自然科学基金项目"基于用户偏好感知的SaaS服务选择优化研究"（项目编号：71271099）和国家留学基金资助项目（项目编号：201506775025）研究成果之一。
Research of Service Quality Evaluation in M-commerce Based on Linguistic Assessment Information
Received date: 2016-10-19
Revised date: 2017-01-13
Online published: 2017-02-20
[目的/意义] 针对现有移动电子商务服务质量评价指标不客观的问题，重点研究移动电子商务环境下评价服务质量的模型及方法，为消费者科学选择电商服务提供参考，为企业改善服务质量提供建议。[方法/过程] 引入群决策理论中的对语言评价信息的处理方法，首先将7粒度短语评价信息转化为三角模糊数，然后收集用户给出的语言短语形式评价信息，计算各个评价指标的质量评价值，最后计算评价值与三角模糊数之间的相似度，相似度最高的语言短语即为其对应的服务质量评价等级。[结果/结论] 以手机淘宝服务质量为评价对象进行实证分析，验证了基于语言评价信息的移动电子商务服务质量评价方法的科学性和有效性。
王伟军 , 汤璐 , 侯银秀 , 张婷婷 . 基于语言评价信息的移动电子商务服务质量评价研究[J]. 图书情报工作, 2017 , 61(4) : 83 -89 . DOI: 10.13266/j.issn.0252-3116.2017.04.011
[Purpose/significance] Due to the non-objectivity of existing evaluation indexes of mobile e-commerce service quality,this paper focuses on the model and method of evaluating service quality under mobile e-commerce environment to provide a reference for consumers to choose e-commerce service and provide suggestions for enterprises to improve service quality.[Method/process] This paper introducesthe processing method of language evaluation information in group decision-making theory. Firstly, seven granularityphraseevaluation information is transformed into triangular fuzzy numbers, and thenlanguagephraseevaluation information given by customers arecollected, and the quality evaluation value of each evaluation index are calculated.Finally,the similarity between the evaluation value and the triangular fuzzy numberiscalculated, and the language phrase with the highest similarity is the corresponding grade of service quality evaluation.[Result/conclusion] Results of Taobao service quality research show that, the service quality evaluation in mobile commerce based on linguistic assessment information is scientific and effective.
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