某大型餐厅就餐满意度评价模型及应用

论文编号:XXLW026 论文字数:8998,页数:22

 摘   要
 通过对高校学生在食堂的食物和服务两方面的问卷调查,在影响学生就餐满意度的诸多因素的基础上，构建模糊综合评价模型来处理就餐满意度的实际问题。在众多学者研究的基础上，本文选取了“食物满意度”和“服务满意度”两类总共9个因素指标建立因素集，以“很满意”、“满意”、“一般”、“不太满意”和“不满意”五个评语建立评判集（评语集）。应用模糊综合评判的方法，对数据进行统计分析和归一化处理后，得到各一级指标和总目标的权重以及评判矩阵。在此基础上进行就餐满意度模型的最终求解和评判。然后得出模型结论，学校三个食堂的满意度相差无几。最后本文提出了一些应用建议。
关键词：模糊综合评判  高校食堂  就餐满意度  评判矩阵  就餐模型应用

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 evaluation 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 evaluation. Application for the fuzzy comprehensive evaluation method, after analysis of the data and normalized ,has been get the level indicators and the weight of overall goal and the evaluation 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 evaluation   College canteen   degree of dining satisfaction 
Evaluation matrix   application of dining model

目  录

中文摘要..........................................................................I
英文摘要.........................................................................II
目录............................................................................III
    前言..................................................................1
    模糊综合评判..........................................................2
 2.1模糊综合评判的基本原理...................................................2
 2.2模糊综合评判的优缺点.....................................................2
 2.3模糊综合评判的基本步骤...................................................3
 2.3.1确定评价因素和评价等级.............................................3
 2.3.2构造评价矩阵和评价指标权重的确立...................................3
 2.3.3模糊合成...........................................................3
    就餐满意度建模........................................................5
 3.1   模型假设..........................................................5
 3.2   满意度评价指标体系和评价集........................................5
 3.3   指标权重的测定....................................................7
 3.4   就餐满意度综合评价计算...........................................12
 3.5   结果分析.........................................................13
第四章      模型的应用建议.......................................................14
致谢.............................................................................16
参考文献.........................................................................17
附录.............................................................................18