基于DelphiFuzzy丘陵地区农机服务质量评价体系研究

doi:10.13733/j.jcam.issn.2095-5553.2023.12.037

摘要/Abstract

摘要： 科学客观地评价农机服务质量能促进农业机械化良性发展，采用五要素和五维度理论为基础，提出基于德尔菲法和模糊综合评价法相结合的数学模型(DelphiFuzzy)构建丘陵地区农机服务质量评价体系；遴选丘陵地区农机服务质量评价指标共计17项，配合层次分析法(AHP)修正Delphi模型，并利用SPSS和MATLAB软件求解模型，得到综合评价值为03718；再根据最大隶属度原则，得到该企业的农机服务质量评定为“优秀”等级，同时“一般”和“差”评价等级的评价值为02368，占比2368%，说明具有一定的改进空间。根据赋值法对排名靠后的5项指标(ZB4、ZB7、ZB8、ZB12、ZB15)确定改进方向，后期需继续优化农机结构，降低零部件磨损程度，增强人员专业程度、提供个性化服务，增强优惠保障力度、提高售后服务质量，创新售后维修手段、优化流程等。

关键词: 丘陵地区, 农机服务质量, 评价体系, DelphiFuzzy模型, 层次分析法

Abstract: Scientific and objective evaluation of agricultural machinery service quality can promote the sound development of agricultural mechanization. Based on the theory of five elements and five dimensions, a mathematical model (DelphiFuzzy) based on the combination of Delphi method and fuzzy comprehensive evaluation method is proposed to construct the agricultural machinery service quality evaluation system in hilly and mountainous areas. A total of 17 evaluation indexes of agricultural machinery service quality in hilly and mountainous areas were selected, Delphi model was modified with analytic Hierarchy process (AHP), and SPSS and MATLAB software were used to solve the model, and the comprehensive evaluation value was 0371 8. According to the principle of maximum membership degree, the quality of agricultural machinery service of the enterprise was rated as “excellent”, while the evaluation value of “general” and “poor” evaluation grades was 0.2368, accounting for 2368%, indicating that there was a certain room for improvement. According to the assignment method, the improvement direction is determined for the five indicators (ZB4, ZB7, ZB8, ZB12, ZB15), which need to continue to optimize the structure of agricultural machinery, reduce the degree of wear of parts, enhance the professional degree of personnel, provide personalized services, enhance the preferential protection, improve the quality of aftersales service, innovate aftersales maintenance means, optimize the process, and so on.

Key words: hilly and mountainous areas, quality of agricultural machinery services, evaluation system, DelphiFuzzy model, analytic hierarchy process

中图分类号:

F3252: S23-0

谭杰, 随顺涛, 高新, 蒋辉霞, 李光辉, 蒋金巧. 基于DelphiFuzzy丘陵地区农机服务质量评价体系研究[J]. 中国农机化学报, 2023, 44(12): 255-262.

Tan Jie, Sui Shuntao, Gao Xin, Jiang Huixia, Li Guanghui, Jiang Jinqiao. Research on evaluation system of agricultural machinery service quality in hilly and mountainous areas based on DelphiFuzzy[J]. Journal of Chinese Agricultural Mechanization, 2023, 44(12): 255-262.

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