【摘要】 文章针对航空公司服务质量评价过程存在的不确定性和非可加性,在三角直觉模糊数、模糊测度和VIKOR等理论的基础上构建非可加直觉模糊VIKO多准则评价方法,从"保证性"、"服务人员"、"有形性"、"可靠性"四个方面建立评价指标体系。基于此对六家航空公司的服务质量的进行了评价。被评价航空公司的服务质量由高到低大致可以分为三等级:第一等级为中国国际航空公司和四川航空公司;第二等级为海南航空公司;第三等级为东方航空公司、南方航空公司和深圳航空公司。另外,与可加多准则评价方法对比研究的结果显示指标间的非可加性对评价结果有较明显的影响。更多还原

【Abstract】 In order to seize the characteristics of non-additive and uncertainty in the evaluation procedure,this paper construct a non-additive VIKOR method in intuitionistic fuzzy settings based on the integration of VIKOR,fuzzy measure and intuitionistic fuzzy theory.This paper also established evaluation criteria for airline service quality with four dimensions: "Reliability","Employees’ service","Tangibles" and "Assurance".Six airline’s services are assessed with the help of the criteria and the method.The results show that the service performance of the six airlines could be divided into three levels: the first level includes airline A1 and A5,second includes A4.The remain belong to third level.Comparative studies are also carried out which results suggested that the property of non-additive between criteria obviously impact on the results.更多还原