中文摘要：

针对移动服务质量测评问题,给出了一种基于多维度模糊语言信息的质量测评方法.该方法考虑了评价者在评价过程中由于受主、客观因素的影响,给出的评价信息可能是确定性、不确定性等不同形式混合的情形,弥补了现有SERVQUAL方法单一考虑数字或语言评价信息的不足.首先,构建了移动服务质量测评的指标体系;其次,通过转换规则将不同形式的评价信息转化为不确定性语言区间;进一步地,运用模糊信息运算法则计算出用户对各测度项的感知、期望及权重等,并获得衡量服务质量的数值评价结果;最后,通过一个实例说明了所给方法的可行性和有效性.

英文摘要：

A method based on multidimensional fuzzy linguistic information for quality evaluation is proposed to solve the problem of mobile service quality evaluation. This method considers that the evaluation values from the interviewers may be consist of certain and uncertain information due to the subjective or objective factors,which makes up the shortcomings of the existing SERVQUAL that only taking the digital or linguistic information into consideration. First of all, the evaluation criterion system of service quality is constructed. Secondly, conversion rules are defined, by which the multi--form mixed evaluation information are all transformed into uncertain linguistic intervals. Then the values of the perceived,the expected, and the weights can be calculated by using the rules of fuzzy information, as a result,the digital evaluation results can be obtained easily. At last, a practical example is given to illustrate the feasibility and validity of the proposed method.